Introducing a chat channel, will it lead to a reduction in volume in other areas?

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Introducing a chat channel, will it lead to a reduction in volume in other areas?
Hi, our contact center is looking to introduce a chat function and I am interested in other planners experiances in similar situations, is it likly to impact demand numbers on other contact channels? specifically phone and email demand.
We are mostly in B2B sales and open standard UK business hours.

Editor

Call Centre Helper

Adding Channels Increases Contact Volumes
Adding channels tends to increase rather than decrease overall contact volumes. You may see a small (perhaps 5% decrease in voice/email) but it tends to be an additive process rather than subtractive

Some interesting reading on the matter in these two articles.
https://www.callcentrehelper.com/things-wont-tell-live-chat-130664.htm
https://www.callcentrehelper.com/does-self-service-really-reduce-call-volumes-95051.htm

So an overall increase in contacts but a small drop in other channels volumes
So an overall increase in contacts but a small drop in other channels volumes, thanks Jonty.

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