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