CS Update: ACW Trial Update – Effective 1st August

We’re trialling a change to After Call Work (ACW) timeframes from tomorrow, 1st August, to help drive efficiency and improve workflow across the floor.

What’s changing?

ACW will be reduced from 15 minutes to 10 minutes.

Why the change?

Our current average ACW time is around 5 minutes and with recent workflow and working group updates, only a small minority of tickets still require the full 15 minutes.

What if I need more time?

We absolutely understand some tickets may still require more than 10 minutes. Team Leaders are here to support you - please reach out if you’re hitting any blockers.

📣 Key Focus:

We are aiming for 0 timeouts! Remember to stay effecient during your ACW so you can select the wrap up code and move on before the 10 minutes is up.

If you do time out, please answer the phone 🙂 You can come back to the ticket you were on. 

If you have any questions, please reach out to your TL.

📧 This update was also communicated via email on 31st July 2025, titled "ACW Trial Update – Effective 1st August" sent by Riley L (Customer Experience Operations Leader).