An Agent Can Handle No More Than 3 Webchats at the Same Time

How-many-web-chats-can-an-agent-handle-at-the-same-time

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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

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

An Agent Can Handle No More Than 3 Webchats at the Same Time

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