What are Synchronous Contacts?
Synchronous Contacts are “live” interactions between two parties where both are conversing at the same time with a clear start and end time. Examples include phone calls, live chat, video chat, and real-time messaging.
How to Calculate Synchronous Contacts
Synchronous Contacts themselves are not calculated, but you can measure their usage and effectiveness by tracking metrics such as:
- Response Time: The time it takes for an agent to respond to an incoming contact.
- Handle Time: The total time spent on each interaction.
- Customer Satisfaction: Feedback from customers regarding their experience with synchronous contacts.
Why Synchronous Contacts Matter
Synchronous Contacts are important because they:
- Provide Immediate Responses: Customers receive real-time assistance, which can lead to higher satisfaction.
- Enhance Customer Experience: Real-time interactions can resolve issues more quickly and effectively.
- Support Complex Queries: More suitable for handling complex or urgent issues that require immediate attention.
Factors Influencing Synchronous Contacts
Several factors can influence the effectiveness of synchronous contacts, including:
- Agent Availability: The number of agents available to handle real-time interactions.
- Technology: The quality and reliability of the communication tools used.
- Training: The skills and training of agents to handle real-time interactions effectively.
- Network Quality: The stability and speed of the internet connection.
Strategies to Improve Synchronous Contacts
To improve the effectiveness of synchronous contacts, consider the following strategies:
- Optimize Staffing Levels: Ensure there are enough agents available to handle peak times.
- Invest in Technology: Use reliable and efficient communication tools to support real-time interactions.
- Provide Ongoing Training: Regularly train agents to improve their skills in handling synchronous interactions.
- Monitor Performance: Continuously track and analyze performance metrics to identify areas for improvement.
Related Terms
- Asynchronous Contacts: Communication where interactions do not happen in real-time, such as email or forums.
- First Contact Resolution (FCR): The percentage of issues resolved during the first interaction.
- Average Handle Time (AHT): The average time taken to handle a customer interaction.
Conclusion
Synchronous Contacts play a crucial role in providing immediate and effective customer support. By understanding and optimizing these contacts, organizations can enhance customer satisfaction and improve overall service quality.
