Contact Centre Research

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

Published On: 2nd Apr 2014 10:08

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 is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for 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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