Webchat Service Quality Becomes Compromised After Two Sessions

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

Published On: 20th Jan 2016 - Last modified: 18th Sep 2019
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