Allocating a Specified Team is the Most Common Way to Handle Webchat

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Whilst half of contact centres are yet to deploy webchat, the majority of the remaining 50% focus a seperate team on the duty.

Although it could be argued that it is more efficient to multi skill advisors, so webchat is less likely to be devalued, only 18% of contact centres do. This is most likely due to the costs involved in multiskilling advisors.

Poll – Is web chat handled by a separate team? – answers

22% – Yes, separate team
9% – Yes, when not on phones
18% – No, we have a multi-skilled team
50% – We don’t do web chat

Source: Call Centre Helper webinar: The best ways to deal with web chat and email Sample size – 163 Date: March 2013

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Allocating a Specified Team is the Most Common Way to Handle Webchat

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