Allocating a Specified Team is the Most Common Way to Handle Webchat 4,662 Filed under - Archived Content Whilst half of contact centres are yet to deploy webchat, the majority of the remaining 50% focus a seperate team on the duty. Although it could be argued that it is more efficient to multi skill advisors, so webchat is less likely to be devalued, only 18% of contact centres do. This is most likely due to the costs involved in multiskilling advisors. Poll – Is web chat handled by a separate team? – answers 22% – Yes, separate team 9% – Yes, when not on phones 18% – No, we have a multi-skilled team 50% – We don’t do web chat Source: Call Centre Helper webinar: The best ways to deal with web chat and email Sample size – 163 Date: March 2013 Author: Jo Robinson Published On: 11th Nov 2013 - Last modified: 18th Feb 2020 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter