Difference Between Call Center And Contact Center

It is very difficult to pinpoint the difference between a call center and a contact center. Not many people know the actual difference between them because both are customer service related and involve a phone channel. Basically, they are two different models for business communication. If you too get confused between these two terms, then here are the 7 main differences between a call center and a contact center.

 

1. Call center agents communicate with the customers via phone call only whereas contact center services include text, phone call, video chat, live chat, social media, and much more. The main difference between the call center and the contact center is the customer service channel provided by them.

 

2. Contact centers let customers chose how they want to stay connected. This is a very effective way of making proactive communication as it reduces costs and raises loyalty whereas in call centers the outbound phone calls are often ineffective.

 

3. In contact centers, self-service can be done to lower the time agents spend on the phone which also reduces the wait time. In call centers, self-service is not possible.

 

4. Contact center, allows people to interact on their channel by cutting the wait time thus making it very much enjoyable and fun for consumers and agents as well. However, in call centers, an agent’s job doesn’t really feel valued, especially when a customer starts shouting without any reason. Contact centers have more engaging customer service representatives than call centers.

 

5. Call center software does not show the entire picture of a customer’s journey or the experience you are delivering whereas in contact centers you can get a 360-degree view of a customer’s integration.

 

6. In call centers, customers really don’t get a consistently good experience as they have to wait in long queues to get to an agent whereas in contact centers you are able to have good experiences as they give customers multiple ways to reach out.

 

7. Contact centers provide proactive and reactive support whereas the call center only provides you reactive support. Call centers are offices that handle a massive volume of phone calls providing customer services, technical support, sales, and functions of a large organization.

 

Global Response is one of the best call center service providers. They are based in the United States and offer dedicated and excellent customer service, inbound and outbound sales, email response, social media, webchat, live chat, IVR solutions, and analytics. They also support long-term relationships forged on the basis of open communication.

 

Luke Barrett is the author of this article. To know more about customer support for an ecommerce please visit our Website: Globalresponse.com