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.