The After-Call Struggle is Real: Beat the Burnout with These 3 Savvy Hacks

We've all been there - that moment when you hang up the phone after a challenging call, only to realize you have a mountain of after-call work to tackle before the next customer rings in. It's enough to make even the most seasoned customer service pro break out in a cold sweat. But what if I told you there's a way to make this process less stressful and more efficient?

As we work to help customer service professionals achieve balance and relieve stress, let's focus on an often-overlooked aspect of our job: the dreaded after-call work. It's time to address the elephant in the room and find ways to streamline this crucial task without losing our minds in the process.

I hosted a session on streaming after-call work during National Customer Service Week. Take a look!

The After-Call Work Dilemma

Let's face it, after-call work is nobody's favorite part of the job. But it's an essential piece of the customer service puzzle. Those notes you jot down? They're gold for your colleagues who might handle the next interaction with that customer. And let's not forget how they help maintain continuity in service - something our customers appreciate more than they might let on.

But here's the kicker: the pressure to complete this work quickly and accurately can be overwhelming. It's like trying to write a novel while someone's holding a stopwatch to your face. Not exactly conducive to your best work, is it?

3 Game-Changing Strategies to Streamline After-Call Work

Don't worry, I've got your back. Let's dive into three strategies that can help you tackle after-call work like a pro, reducing stress and improving efficiency along the way.

1. Embrace the Power of Abbreviations

Remember passing notes in class? Well, it's time to channel that energy into your work. Using abbreviations is like having a secret code that speeds up your note-taking process. Here are a few to get you started:

• CCI - Customer Called In
• CB - Call Back
• MIS - Missing Information

The key here is consistency. Work with your team to create a list of commonly used abbreviations. Post it somewhere visible, and soon enough, you'll all be speaking the same shorthand language.

2. Template Your Way to Success

Think of templates as your personal time-saving superpower. By creating pre-written responses for common scenarios, you're essentially giving yourself a head start on every call.

Here's how to get started:

1. Identify your most frequent call types
2. Draft standard responses for each
3. Save these templates in an easily accessible place
4. Customize as needed for each individual call

With templates, you're not starting from scratch each time. You're building on a foundation, which means less stress and more consistency in your responses.

3. Advocate for Buffer Time

This one's for you, leadership team. Your agents need breathing room between calls. It's not just about giving them a moment to collect their thoughts (though that's important too). It's about providing the space they need to complete their work accurately and thoroughly.

Consider this Reddit post from a stressed-out customer service professional:

"For the year that I've worked at this call center, we've been able to put in notes and do work after the customer has hung up. But now the company is taking that away tomorrow... I'm holding back tears as I type this out."

This isn't just about employee comfort - it's about maintaining the quality of service. When agents are rushed, mistakes happen. Information gets lost. And ultimately, the customer experience suffers.

Balancing Efficiency and Well-being

Remember, the goal here isn't just to get through after-call work faster. It's about finding a balance between efficiency and employee well-being. When we reduce the stress associated with this task, we're not just making our jobs easier - we're setting ourselves up to provide better service to our customers.

By implementing these strategies, you're not just streamlining a process. You're creating an environment where your team can thrive, even in the face of challenging calls and tight schedules.

So, the next time you feel that after-call work stress creeping in, take a deep breath. Remember these tips, and know that with a little strategy and support, you've got this. After all, balanced minds lead to bright service - and that's what customer service week is all about.