Omnichannel, Next-Gen Tech and Engaged Agents Converge to Drive...
Role of Cloud in Contact Center
Contact Center - Trends and Opportunities
Digital Consumerism Changes the Face of the Contact Center
Delivering at a Speed That Outstrips the Competition: It'sAbout...
David Mathes, CPCU, VP, Underwriting Systems, Ryan Specialty
Journey Towards A Seamless Omnichannel Customer Experience
Samir Faizi, Senior Director, Intercontinental Commercial Operations – Asia, Gilead Sciences
How Martech Drives A Frictionless, Personalized Customer Journey
Wanda Gierhart Fearing, Chief Marketing And Content Officer, Cinemark Theatres
A New Customer Journey For Consumers
Anthony M. Joy, Chief Information Officer, Cleveland Metroparks
Thank you for Subscribing to CIO Applications Weekly Brief

What are the Major Differences Between Call Center and Contact Center

Similar to a call center, agents in a contact center also take inbound and outbound calls. But, the major difference is that they also help customers over other channels. Support can be given via email, webchat, texts, or other digital platforms.
Fremont, CA: Many people that call centers and contact centers are the same things. The terms are sometimes used interchangeably when multiple differences separate the two customer support systems. Understanding these differences is important for providing an outstanding customer experience.
In this article, we will look at the differences between call centers and contact centers:
The Definition of a Call Center
Call centers allow customers to have a direct conversation with a company representative. It can be inbound or outbound, which means agents take incoming calls and resolve customer queries or contact customers to offer something.
The Definition of a Contact Center
Similar to a call center, agents in a contact center also take inbound and outbound calls. But, the major difference is that they also help customers over other channels. Support can be given via email, webchat, texts, or other digital platforms.
Differences
The primary distinction between a call center and a contact center is the channels employed. Agents in a call center only speak with customers over the phone. It provides a sense of trust and proximity, but it limits the customer experience. Contact center agents can respond to customer inquiries and issues through a variety of channels, adapting to their specific needs.
The equipment required for each center is also very different. A computer and a VoIP phone headset are the only pieces of hardware required for both centers. Nevertheless, in order to serve customers across all channels, contact centers must install a variety of programs and applications.
Call center and contact center training is also distinct. Contact center representatives must learn to respond to inquiries via webchat, email, and even social media. Though it may appear to be simple, each company will have different protocols for each channel. This can include email templates or automated social media responses.
Independence and proactivity are also essential for any customer service center. Contact centers excel at giving customers control. Providing a selection that is tailored to their needs is an effective way of increasing loyalty and satisfaction. While call centers have IVR systems that can be used as a self-service tool, they aren't as effective.
I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info
Featured Vendors
-
Jason Vogel, Senior Director of Product Strategy & Development, Silver Wealth Technologies
James Brown, CEO, Smart Communications
Deepak Dube, Founder and CEO, Datanomers
Tory Hazard, CEO, Institutional Cash Distributors
Jean Jacques Borno, CFP®, Founder & CEO, 1787fp
-
Andrew Rudd, CEO, Advisor Software
Douglas Jones, Vice President Operations, NETSOL Technologies
Matt McCormick, CEO, AddOn Networks
Jeff Peters, President, and Co-Founder, Focalized Networks
Tom Jordan, VP, Financial Software Solutions, Digital Check Corp
Tracey Dunlap, Chief Experience Officer, Zenmonics