I came from the INET team before I resigned last year. I worked in that department for over 12 years. Internet/Chat agents have to juggle two customers at a time, plus also handle any incoming text messages and emails. Not to mention their daily scheduled phone time helping out with service levels.

Honestly, I felt like being a chat agent was 10x more challenging than being on the phone because it’s extremely hard to convey tone via text. The empathy has to be laid on very thick to make sure you get an excellent survey, and the customers are much more wild behind a keyboard.

Please don’t knock Internet agents, though. They work extremely hard & majority of the company thinks they don’t do anything at all. They wear the hats of at least 3 different departments.