How to Solve Customer Problems with Asynchronous Communication in Contact Centers

Understanding Asynchronous Communication in Contact Centers

Asynchronous communication is when people exchange information without needing to be present or respond at the same time. This approach allows everyone to reply when it suits them, accommodating different time zones, schedules, and preferences. It’s become especially popular in the world of business communication, where remote and hybrid work setups are more common after the pandemic.

Common examples of asynchronous communication include emails, messaging apps like WhatsApp, project management tools like Trello and Slack, and pre-recorded videos or audio messages.

Benefits of Asynchronous Communication:

1. Flexibility: People can participate according to their schedules.
2. Productivity: Responses can be more thoughtful and detailed since everyone replies in their own time.
3. Inclusivity: It supports different time zones, work patterns, and personal preferences.
4. Record Keeping: There is a written record of communication, which can be referred back to if needed.

Drawbacks of Asynchronous Communication:

1. Delayed Responses: There can be a lag between messages, which might slow down decision-making or problem-solving.
2. Miscommunication: Clarifying misunderstandings can take longer, extending conversations.
3. Engagement: Without immediate or in-person interaction, team members might feel disconnected, especially if discussions occur outside their time zones or working hours.

How Asynchronous Communication Improves Contact Center Solutions

Asynchronous communication offers several advantages for contact center solutions. Customers are no longer limited by the availability of agents or the contact center’s working hours. They can reach out on their own terms, and agents can manage multiple queries at once, increasing productivity.

For example, using email in a contact center helps agents handle multiple cases simultaneously. Research by Local Measure found that customer service agents often juggle several screens and windows to find information during a live interaction. With asynchronous communication, such as email, agents can efficiently manage customer interactions without being tied to a phone call.

Addressing Contact Center Challenges with Asynchronous Communication

1. Handling High Call Volumes:
   High call volumes can overwhelm agents, causing long wait times and frustrated customers. Incorporating asynchronous channels like email, chatbots, and messaging apps allows customers to send messages without requiring instant responses. This reduces the real-time workload for agents and decreases wait times for those on phone lines.
   Asynchronous contact center services can also prioritize inquiries to balance call volume spikes, improving the customer experience and helping manage agent fatigue and burnout, which often leads to high turnover and increased recruitment and training costs.
2. Managing Different Time Zones:
   Asynchronous communication helps contact centers maintain effective communication across different time zones. Customers can send their queries anytime without worrying about business hours.
   Contact center solutions can implement a “follow the sun” model, where global teams handle queries according to their work hours, providing continuous support without overburdening any specific team.
3. Ensuring Consistency in Responses:
   Asynchronous communication gives agents more time to access various screens and databases, review past interactions, and research the best solutions. This approach leads to more accurate and consistent answers.
   Using response templates, contact center software can also help speed up responses, reduce workload, and maintain consistency in customer interactions.
4. Reducing Customer Frustration:
   Beyond the benefits already mentioned, asynchronous communication in contact centers offers additional advantages:
   • Self-Service Options: Customers can access FAQs, tutorials, and live chat to find answers without needing an agent.
   • Proactive Updates: Automated updates inform customers about the status of their queries, reducing the need for repeated follow-up calls.

Asynchronous communication channels clearly help contact centers improve efficiency, enhance customer experiences, and reduce agent burnout.

Local Measure’s contact center as a service solution, Engage, provides omni-channel support within a single interface, allowing agents to manage multiple customer interactions seamlessly without wasting time searching through multiple windows or systems. This kind of contact center software enhances productivity and ensures a smoother experience for both agents and customers.