After-Call Automation

What is After-Call Automation?

IN SHORT:

After-Call Automation refers to the use of technology to streamline and automate tasks that contact center agents typically perform after a customer call. This process can include logging call details, updating customer records, and generating follow-up actions, which helps improve efficiency and allows agents to focus more on customer interactions.

Core Capabilities

Automated call summary generation
Real-time customer record updates
Follow-up task creation based on call outcomes
Integration with CRM systems for seamless data transfer
Performance analytics on after-call activities
Customizable wrap-up scripts for agents
Automatic tagging of calls for reporting purposes
Feedback collection from customers post-call
Notification system for pending follow-up actions

Real-World Example of After-Call Automation

After-Call Automation (ACA) refers to the use of technology to streamline post-call tasks in contact centers, thereby enhancing operational efficiency. For instance, a major telecommunications company implemented an ACA platform to automate call summaries for 16,000 agents handling over 5 million calls monthly. This initiative led to a 60% reduction in agent wrap-up time and decreased documentation time by 30 seconds per call, resulting in annual savings of $38 million. Similarly, a healthcare company with more than 1,000 agents achieved an 80% reduction in after-call work and a 20% decrease in average handle time, collectively saving $6 million annually.

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Key Benefits

After-Call Automation (ACA) enhances contact center operations by automating post-call tasks such as logging details and updating customer records. This reduces the time agents spend on administrative duties, allowing them to focus more on customer interactions. For instance, in a multi-market support team, ACA can automatically generate tickets from call details, minimizing manual entry errors and expediting ticket resolution. This leads to improved operational efficiency, higher accuracy in data management, and enhanced compliance with quality assurance standards. By alleviating agent workload, ACA contributes to better service quality and overall agent performance, ultimately benefiting the organization’s productivity and customer satisfaction.

How Convershake Supports After-Call Automation

After-Call Automation is a crucial technology that enhances the efficiency of contact centers by automating post-call tasks, allowing agents to concentrate on customer interactions. By streamlining processes such as logging call details and updating records, ACA significantly reduces the time agents spend on administrative work, leading to improved productivity and cost savings. Convershake supports this by providing a unified knowledge base that ensures information is consistent, easily searchable, and up-to-date, which further aids agents in their daily tasks. For those interested in exploring how this can benefit their operations, we invite you to see a demo.

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After-Call Automation Related Terms

AI Process Automation

Browser Automation (RPA)

Resolution Workflow Automation

Workforce Scheduling Automation

Interactive Decision Tree Automation

Frequently Asked Questions

How can After-Call Automation improve the efficiency of my contact center operations?

After-Call Automation can significantly reduce the time agents spend on post-call tasks by automating processes like logging call details and updating customer records. This allows agents to focus more on handling customer interactions rather than administrative work. For instance, automated ticket generation based on call details minimizes manual errors and accelerates resolution times. Additionally, it can help quality assurance teams identify calls that require further review, leading to better compliance and service quality.

What challenges might we face when implementing After-Call Automation in our contact center, and how can we mitigate them?

Implementing After-Call Automation can present challenges such as resistance from agents who may be accustomed to traditional processes or concerns about the accuracy of automated systems. To mitigate these issues, its essential to involve agents in the implementation process, providing training and clear communication about the benefits. Convershake supports this by offering a unified knowledge base that ensures agents have access to consistent and accurate information, reducing errors and building confidence in the automation process.

How does After-Call Automation impact training for new contact center agents?

After-Call Automation can significantly ease the training process for new agents by reducing the administrative burden associated with post-call tasks. With automated systems handling call logging and ticket creation, new agents can focus more on learning customer interaction skills rather than being overwhelmed by paperwork. This allows trainers to concentrate on coaching agents in real-time communication and problem-solving, ultimately leading to a more effective onboarding experience and quicker ramp-up times.

How can I measure the effectiveness of After-Call Automation in my contact center?

To measure the effectiveness of After-Call Automation, focus on key performance indicators (KPIs) such as the reduction in average handling time, the accuracy of data entry, and the number of tickets generated automatically. Additionally, monitor agent satisfaction and feedback regarding the automation process. Analyzing call resolution times and the frequency of compliance issues flagged by the system can also provide insights into the impact of automation on overall service quality and operational efficiency.

How can we ensure that our contact center procedures and knowledge remain current and compliant with industry standards?

Establishing a formal governance process is essential for maintaining up-to-date procedures and knowledge in a contact center. This involves assigning ownership to specific team members for different knowledge areas, setting regular review cycles, and implementing a system for capturing and integrating feedback from agents. Utilizing tools like after-call automation can help streamline updates by automatically flagging outdated information. Additionally, a centralized knowledge base allows for real-time updates and ensures that all agents have access to the most current information, reducing the risk of errors and improving service quality.

How can I effectively measure the performance of our BPO partners to ensure alignment with our operational goals?

To measure the performance of BPO partners, establish clear KPIs that reflect your operational goals, such as average handling time, first call resolution rate, and customer satisfaction scores. Regularly review these metrics through performance reports and hold scheduled meetings to discuss results and areas for improvement. Additionally, gather feedback from agents and customers to gain insights into the quality of service provided. This approach will help ensure that your BPO partners remain aligned with your expectations and can adapt to any necessary changes.

Is Convershake an automated call center solution?

Convershake is not about replacing humans. It’s an AI-powered call center agent assist software that augments your team, reduces errors, and increases revenue.

Leading Contact Centers are adopting AI

As of 2025, the game has changed. Customer patience is at an all-time low, and your clients are demanding an AI strategy. BPOs that leverage AI to deliver faster, more accurate service will win. Those who don't, will be left behind.

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