ACW (After-Call Work) Complete necessary tasks after each call
The After-Call Work feature is a time period of redefined duration during which Ringover users can perform post-call tasks. These tasks can include: adding personalised tags, writing notes to share the call more effectively with your team, adding notes in the CRM, sending an email to the customer or prospect, and more.
Dedicate time for your post-call tasks
Ringover automatically places ended calls in After-Call Work mode to allow the user to complete tasks necessary for handling and qualifying the call. No incoming calls will disturb you during After-Call Work.
Make use of simplified ACW
Save yourself time once a call has ended and complete your main tasks within a dedicated after-call period.
Ensure better call follow-up
Rather than juggling calls one right after another and holding off on call qualification (risking the omission of important details), dedicate time immediately following calls for your agents to focus on admin tasks - ensuring a job well done.
After Call Work FAQ
- What’s the Meaning of After Call Work?
- What Are a Few Common Examples of After-Call Work?
- How long should post-call work take?
- How do I Set Up Automated After-Call Work?
- What Are the Advantages of Using After-Call Work?
What’s the Meaning of After Call Work?
After-call work covers concise activities that complete the call lifecycle: notes, CRM updates, follow-ups, and task assignment. There is no universal duration; teams should set ACW times based on call complexity and performance targets. Ringover supports per-user ACW configuration to align system behaviour with operational needs.
After-Call Work (ACW) is the post-call activity agents complete to record outcomes, update systems, and prepare follow-up actions. ACW reduces repeat work, improves data quality, and raises first-contact resolution for sales and staffing teams. Ringover is an AI-powered communications platform that records, transcribes, and analyses conversations; it supports configurable ACW to match team workflows.
What Are a Few Common Examples of After-Call Work?
- Key context from the call: customer situation, pain points, specific requests
- Actions taken during the call: transfers, troubleshooting steps, commitments
- Manual CRM updates: contact fields, deal stage, custom fields
- Sending a follow-up or summary email to the prospect or client
- Tagging or classifying the call for reporting and routing
- Scheduling next steps: callbacks, tasks, or handoffs
How long should post-call work take?
There is no single standard. ACW duration depends on:
- Call complexity and required follow-up
- Types of post-call tasks (notes, CRM updates, emails)
- Call centre objectives and SLAs
- Internal processes and integrations
Reported average duration is about 20 seconds.
Typical duration range (practical guidance)
- Very short: 5 to 30 seconds — single-field notes, tags, brief disposition
- Short: 30 to 60 seconds — CRM updates, short summary email
- Moderate: 2 to 5 minutes — detailed notes, task creation, follow-up scheduling
- Long: 10 to 15 minutes — complex cases, multi-step handoffs, compliance notes
Ringover allows per-user ACW customisation from 5 seconds up to 15 minutes to match these ranges.
How do I Set Up Automated After-Call Work?
To activate ACW for one user:
- Open the Ringover Dashboard.
- Select the user from the list.
- Go to Permissions and toggle the After-Call Work option.
To deactivate or change settings for multiple users, use the bulk actions available in the dashboard.
What Are the Advantages of Using After-Call Work?
- Improved collaboration: clear notes and tags let other agents handle follow-ups faster
- Higher customer satisfaction: dedicated time for summaries and confirmations reduces errors
- Better workload management: predictable ACW time helps schedule capacity and staffing
- Fewer mistakes: post-call checks reduce missing information and incorrect updates
- Faster preparation for next interaction: recorded context and tasks speed subsequent calls