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
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.
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.
Need a hand setting it up? Take a look at our FAQ article on “Wrap-Up Time”.
Published on January 2, 2024.