Implementing CHAT

[remy]

At the moment we're seeking to implement chat in our call center and are looking for expertise on the subject.
Can you tell me:

How many calls does a chat agent handle at the same time?
Do you combine chat with other activities like mail?
How would you say has your customer reacted to it?
Have you implemented it for everybody or for a select group?
Does chat reduce the number of calls / e-mails coming in?

Hope you can and will help with these questions

[dsc1]

How many calls does a chat agent handle at the same time?
Answer = we realized about 2-3 at same time

Do you combine chat with other activities like mail?
Answer = we had same groupd and rotated between the two.

How would you say has your customer reacted to it?
Answer = overwhelmingly positive.

Have you implemented it for everybody or for a select group?
Answer = Everybody within a selected process (e.g. tech support, billing) but mostly consumer and small biz.

Does chat reduce the number of calls / e-mails coming in?
Answer = yes we took down phone calls by about 20%.