Web Chat

[dawoodley]

Currently researching on adding a web chat application, and looking for suggestions or advice from anyone who has implemented within their call center. We have several companies we are in discussion with, but my interest is on the impact it had on the call center itself and the staff within the call center. We are a small call center with about 40 full time agents, seasonal bump to about 100. Any insight on the impact of using such applications would be appreciated.

[ctaylor]

When you are looking to implement webchat there are a number of considerations you need to keep in mind;
-Unless you are integrating the webchats into your ACD queue, then you will not be able to rely on the ACD reports to provide you with good data on agent occupancy and activities,
-Like phone calls, web-chats are 'immediate' transactions and you will need to establish service standards for these inquiries and report on these daily,
-Webchats allow the unique ability to manage multiple transactions simultaneously. It is not uncommon for a single agent to work on 5-7 webchats at the same time.
-Of course the ability to carry one multiple transactions simultaneously is directly influenced by the completeness and robustness of your knowledgebase. The better constructed and laid out the knowledgebase is the better suited it will be for 'cut and paste' responses to customer questions.

Other related areas you have or wish to consider along these same lines would be email (once again you will need to establish service levels, share these with your customers and report on these each day) and community management. The attractiveness of community management is that it allows your own customers to answer other customer inquiries, with the appropriate controls and approvals on the responses. This latter area can, in organizations with a high loyalty level amounst customer result in dramatic saving and efficencies in terms of total inquiries that need to be serfviced by a live agent.

I hope that I have added value to this discussion. Please feel free to contact me if I can of any further assistance at ctaylor@thetaylorreachgroup.com


Colin Taylor
The Taylor Reach Group, Inc.

www.thetaylorreachgroup.com

[AHUJA_P]

Hello,

I need help on how to calculate manpower requirements for Chat process, what are the data points required to calculate manpower and what is the logic to calculate?

Thanks
Prakash

[sean587]

The chat process is not too easy to handle either there are any of person who is able to take all of the query from customer who is visit on the websites.

[Loisal]

With Web chat you can chat and get involved in discussions with other internet users.
Participants chat on thousands of channels. These are known as chatboxes where anyone can read what you write. Web chat uses IRC (Internet Relay Chat), a worldwide network of chat servers. You can choose your own nickname, provided it is not being used by anyone else. The commands you can use, for example in order to start a one-on-one chat, are explained in the Help menu option. Web chat is an experimental service