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Webchat Service Quality Becomes Compromised After Two Sessions

Published On: 20th Jan 2016 09:12

According to the results from our poll, the majority (45%) of contact centre professionals agree that two webchat sessions is the maximum any one agent can handle before service quality is compromised.

Many participants (39%) also argued that they believe it is three sessions, but there was only a low percentage who believed that the quality was comprised after one or four calls, with no-one asserting that quality can be sustained after five.

Poll – “In your opinion, how many chat sessions can one advisor be working on before service quality is compromised?” – answers

1 Session – 9%
2 Sessions – 45%
3 Sessions – 39%
4 Sessions – 7%
5+ Sessions – 0%

Source: Call Centre Helper Webinar Poll – Best Practices for Voice, Email and Webchat Sample size – 122 Date: September 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Webchat Service Quality Becomes Compromised After Two Sessions

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