What’s the difference between Contact Centers and Call Centers? If you find your business is in the market to revamp how it interacts with customers, knowing the differences (and similarities) between the two types can be important.
A simplistic view of how they are different would be this:
Both offer benefits and have a place in today’s business climate.
A few examples may help to underscore just how powerful a Contact Center can be:
Contact Center features are endless. If you can think of a customer scenario, we can think of a way that a Contact Center can improve the customer experience. And they’re not just beneficial for customers. Here are some ways in which a Contact Center platform can help out a business:
With all the functionality, tracking, and monitoring that a Contact Center offers, you can be sure that you will have access to access to a ton of new and useful data, both on customers and employees. Often times we hear that after switching to a robust Contact Center, a company generates more data than they used to get in a year. They can be set up to collect information such as:
This data is extremely valuable to a company looking to maximize the caller experience (CX).
In addition to both being able to handle inbound and outbound calls, there are other similarities between the two communication solutions. An important one is that both Contact Centers and Call Centers can be outsourced. If your business does not have the expertise, resources, or care to house a Call Center or Contact Center, it can partner with experts in the communications industry to provide your clients with a complete and effective customer journey.
Sometimes, all you need is a Call Center solution. If your customers don’t regularly utilize channels like SMS, email, and chat set up, for whatever reason, then a Call Center is a perfect option. Someday you may find that you need more, but for now, you should be okay. If you are not sure, it would be a great time to survey your customers to see what their preference is in communicating with your business.
The bells and whistles a robust contact center offers may not provide the best return for you. It is best to evaluate your unique business resources, needs, size, and customer preferences before deciding to upgrade your call center. If you want to discuss whether a Call Center or a Contact Center is right for you, send us a note or give us a call at (518) 438-6000.
Publish Date: April 29, 2021 3:18 PM
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