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Whether you’re working sales or support, a great deal of your time is dedicated to after-call work. Aircall wants to help agents breeze through their after-call work by introducing a brand new feature: wrap-up time.
When a call ends, agents need some time to perform the tasks relative to post call work. These include:
Tagging, commenting, assigning the call to another agent
Updating information in a CRM or help desk
Sending a follow-up email to the caller
Taking a break before handling the next call
And more.
What is “ wrap-up time ”?
The ” wrap-up time ” feature enables you to block incoming calls to your specific station, to give you time to finish completing the duties listed above. You won’t receive any calls during a pre-set period of time ranging from 30 seconds to 5 minutes. You can also disable this feature if you feel that it doesn’t mesh with your current workflow.
Now, instead of having calls coming to your station non-stop, leaving you no time to properly wrap-up your calls, you can set a timer before becoming available again. This way, you have plenty of time to complete your CRM in-between calls and the management of your calls and your time will be more efficient.
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A “back now” option
The ” wrap-up time ” feature is triggered after any call that lasts longer than 5 seconds.
If you finish your post-call work before the countdown reaches zero, you can set yourself as available sooner. Click the timer and its ‘back now’ button, and you will receive incoming calls as usual.
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Need a hand setting it up? Take a look at our FAQ article on “Wrap-Up Time”.
Published on . Updated on .
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