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Wrap-Up Time

Definition

What is Wrap-Up Time?

Wrap-up time or wrap time is the hours consumed by the call center agent doing after-call work once the conversation has been completed. When the call is done and the client is no longer present, wrap time is still counted as part of the conversation since the agent is still operating on the customer’s demand.

While average handling time or AHT indicates the overall commitment of time, the separation of wrap time shows the customer’s investment of time. By observing wrap-up time, call centers can identify which activity agents are engaging and see how to improve productivity. By reducing wrap-up time, you can control your time, your resources, and your efficiency.

Significance of reducing wrap-up time

Wrap-up time helps to identify the percentage of customer-facing contact. Wrap-up time is a part of the Average Handling Time Statistic. Ensuring that the time between calls is sufficient has two main advantages. The first is to ensure that the data that the professionals access the call center system is accurate, and the second is to remove the friction that may have a detrimental impact on results.  

Calculate wrap-up time

Wrap-up time can be measured against average handling time to see how much time agents invest talking to clients. You can measure the wrap-up time at your call center using the following formula:

Wrap-up time = handle time – (hold time + talk time)

 

What is Wrap-Up Time
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