We are planning on implementing an option for customers to use web chat and I am trying to forecast expected usage and wonder if any users have any idea of impact in relation to an ACD call. I.e - handle time is x% more than ACD and expected numbers of ACD calls converted into chats and chats an agent can handle concurrently.
Use of IM or Web Chat
Call Centre Helper Forum » Call Centre Management
(3 posts)
The maximum number of chats per agent seems to be three, but I know of one organisation that keeps it on a 1:1 basis as it could be difficult if you give the wrong reply to the wrong customer.
The one bit of feedback that I picked up from a recent conference is that people could be chatting away, go to the loo or feed the cat and when they come back expect the agent to pick up the conversation at the same place. This could result in some very extended durations.
Hope that helps.
Posted 2 years ago
Hi,
The duration, take up and concurrency stats all depend on what you are doing with the web hat function, which I'm sure is not the answer you want given the need to crunch numbers and forecast.
The best way is to pilot it for your own BT customers and then forecast. All other sources have too many variables to be useful for operational planning. Possibly other telcos if you know the context.
Anyway, that said, here are some of the factors that will drive those performance levels
1. Is chat for sales, general CS or technical help? You should know existing handle times for voice. If you think about it, writing (even cut and paste) is slower than talking. There is one clue on how to estimate the duration of different types of sessions
2. The number that convert from voice calls depends on two key factors. Does the customer know the service exists? i.e. how well are you marketing the service. This remains the major failing of all new channel initiatives. No-one knows it exists!
Secondly does it work? The answer needs to be at least as well as the live voice option and preferably even better. i.e. less queue time, more informed service. Or the customer won't return readily
At the end of the day customers always take the easiest route to solving their problem. If the way you have designed the chat experience beats the current method or is noticably better than competition, then they will stay with it.
3. Finally on the issue of concurrency, there is nothing magic about web chat that allows multiple sessions. The reason why those figures crept into the case histories as part of the ROI was that they were typically problem solving help desk situations in which the customer went away to try something out, hence the ability to run a number of seesions together. However if the customer need is to urgently fix a broken shopping cart experience, is frustrated trying to find something on the web site becasue your navigation and search has failed her, or be taken though an 8 page application form, then each situation probably needs exclusive real time attention and skipping between sessions is unlikley to result in a great customer experience.
So, to repeat, it all depends.......
Posted 2 years ago
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