In most Contact Centres an agent or advisor handles a maximum of three webchats (or live chats) at the same time.
During our webinar “The best ways to handle web chat in your contact centre” our audience were asked “How many web chats can an agent handle at the same time? ”
Poll answers
1 chat– 6%
2 – 3 chats — 70%
4 – 5 chats — 22%
6 – 9 chats — 1%
10+ chats — 0%
Source: Call Centre Helper website webinar poll Sample size – 256 Date: December 2013
Here is a link to the webinar: The best ways to handle web chat in your contact centre
Author: Jo Robinson
Published On: 2nd Apr 2014 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research, Live Chat, Polls
