⏱️After Call Work (ACW) ⏱️

ACW (After Call Work) Time Policy – Immediate Disposition Required 

After Call Work (ACW) time begins once a call ends and continues until you apply a disposition.

ACW time should be kept to a minimum on most calls, as no notes or additional steps are typically needed before dispositioning. You are expected to disposition immediately after each call.

The maximum time allowed in ACW is 45 seconds. If you do not apply a disposition within that time, you may be automatically logged out of the system by management or the client.

If you are unsure which disposition to use, immediately reach out to your Nesting Mentor or Team Leader so they are aware you are in ACW and need assistance.

Please note: If you complete a survey but are logged out before dispositioning due to excessive ACW time, that survey will not count toward your successful completions.

To avoid losing credit for completed surveys, always disposition promptly.