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The Successful
Office Answering Service Glossary of Terms
back to
answering
service glossary
ACW (
All Calls Wrapped)
When a representative is finished dealing
with a caller, they must then force a conclusion to
the message. It must be faxed, e-mailed or
paged or processed in multiple ways. Out telecom
equipment is all one touch in that the answering
service rep is ready to ACW ( All Calls Wrapped up
), they are ready to roll. Their tasks are
done and all messages processed.
You cannot have any more than
one team member in ACW at a time and the schedules
are made to be sure of this. Reason is if a call
center rep is in ACW they are not taking calls from
clients and are generally wrapping up or about
wrapped up.
In our main call center in
Brooklyn, the ACW phase is very important as reps
need to make sure that if there is any unfinished
business, his/her teammates must be in the loop and
know what is going on. This prevents any unneeded
messes from developing that can be seen in many
answering services around the world. The key
is accountability.
Call us NOW at 800-716-5518.
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