Nowadays one of the biggest challenges in providing the best experience to clients is having a good team of hardworking agents in place to consistently deliver customer service. In that sense, the contact center industry is under more pressure than ever to be efficient at every level of the organisation.
Wrap-up time in a call center is the time agents use to record details for every client they have spoken to. Good customer service means satisfied customers, repeat business and referrals — getting it wrong can mean lost customers, lost business and a negative image for the company. Let’s talk about the A to Z glossary of call center terminology.
What is wrap-up time in a call center?
Wrap-up time is the time an agent spends on post-call work and on maintaining a record of every client after a call. It varies from business to business, but it is generally a manual, time-consuming and often incomplete process.
Even though the conversation with the customer has ended, wrap-up time is still counted as part of the interaction between the customer and the telecaller, because the agent is still working on the customer’s query. Wrap-up time is factored into Average Handling Time.
The after-call work done during wrap time includes logging contact reasons and outcomes, scheduling follow-ups, filling in other details and updating other team members in the same CRM.
Safe ways to reduce wrap-up time
Now that we know the impact of wrap time, teams using a wrap-up time feature will have their own ideas on how to reduce it so agents become free sooner — for example by streamlining how contact reasons, outcomes, follow-ups and CRM updates are logged after each call.
A to Z glossary of call center terminology, with reference to CloudShope
- A — Agent — Also known as a call center representative or telecaller, an agent handles the inbound and outbound calls of a call center.
- B — Blacklist — A list of numbers that admins consider unacceptable.
- C — Call barging — The admin can join a live call without the agent or customer knowing.
- D — DID — The dedicated number from which outbound calls are delivered.
- E — Email notification — The admin can receive the inbound call report in CSV format at their registered email address.
- F — Fixed policy — Data is distributed in equal amounts to all agents.
- G — Group list — Multiple members can be added to a group.
- H — Hide number from agent — Agents cannot see the customer’s number while calling.
- I — IVR — Interactive voice response, used to manage inbound calls.
- J — Justdial integration — CloudShope supports Justdial integration with IVR.
- K — Kylas integration — CloudShope supports Kylas integration with the CloudShope panel.
- L — Live dashboard — Real-time tracking of agents’ performance.
- M — Max call limit — Applies a call limit on inbound calls for a particular number.
- N — Notification — Sends details of each incoming call by SMS, WhatsApp and email.
- O — Outbound call — Calls placed to contacts from the agent’s end; the opposite of incoming.
- P — Pool policy — Data is assigned to agents randomly.
- Q — Queue — The waiting time before a campaign gets started.
- R — Round robin — Each agent gets an equal number of calls.
- S — Sticky agent — If an existing customer calls again, the call is connected to the same agent.
- T — Text to speech — Converts text into an audio clip.
- U — User panel — CloudShope provides multiple user logins.
- V — Variables — Variable-based calls can be sent using the smart voice call service.
- W — WhatsApp bot — A technology that lets users communicate in real time over WhatsApp.
- X — X-Lite — Software used for desktop calling.
- Z — Zoho integration — CloudShope supports Zoho integration with the CloudShope panel.
Why is wrap-up time important?
- Wrap time can be an important feature for a call center, as it helps identify how much time went into every interaction a customer-facing sales executive had with a client.
- Average handling time measures the total time the agent and customer spent on a call; separating out wrap-up time shows the customer’s own investment of time. The wrap time feature has two key benefits: first, it ensures the data agents enter into the system is useful; second, it removes pressure from the agent’s mind that might otherwise hurt their performance.
- On that second point, consider the impact wrap-up time has on the overall quality of agents’ work. CloudShope Technologies gives agents both wrap-up time and pacing time. Pacing time is the gap between two connected calls, while wrap-up time — also known as grace time — is the time to fill in the details of the previous call.
Final thoughts
Wrap time follows the end of a conversation between a customer and a sales executive, when the agent fills in the details of the call. Because the agent is still working on the customer’s query, wrap time is a very important part of making sales and generating revenue.
For many contact centers that use auto dialer software, hold and wrap time are used to get a clear view of how much time a customer spends talking with the agent, and of the internal processes around dialling.
If you are looking for ways to reduce wrap-up time in your call center, think carefully about choosing a service provider that offers a complete call center solution. Visit cloudshope.com and ask for a 7-day free trial — CloudShope Technologies provides a full-fledged service with many useful features.
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