The "industry standard" is that a webchat will take 2-3 times longer than the equivalent call once you get through to someone, that's why (depending on what the chats involve in terms of other systems and how deep they go) webchat agents will typically be handling 2-3 chats at a time - It's for the business to make webchats the same cost or cheaper than calls. A lighter external workload (such as for those answering general questions) allows more chats before the service suffers than where they need to access your account etc.
In theory, taking 2 or even 3 chats at a time shouldn't affect how long each chat takes, but honestly who knows, I've been on calls with people from Vodafone apologising for 10 minutes waiting for one thing, god knows how they cope.
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