Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Difference Between Contact Centers & Call Centers - DiRAD Technologies - ContactCenterWorld.com Blog

Difference Between Contact Centers & Call Centers

contact center
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:

  • A Call Center deals just with voice calls, whether inbound or outbound.
  • Contact Center can be set up to handle voice calls, but it also allows for communications through other channels, such as SMS, email, chat, and social platforms.

Both offer benefits and have a place in today’s business climate.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

So What More Does A Contact Center Do?

A few examples may help to underscore just how powerful a Contact Center can be:

  1. Let’s say a customer is having big-time trouble on an eCommerce website when she is actually trying to place an order. If Contact Center software is installed and enabled, it can alert an agent that someone is having trouble. This will prompt the agent to hop on the website chat platform and start a conversation with the customer. And if the customer picks up the phone because she is too frustrated to continue with the site, the right Contact Center platform will give the agent all the information they need to get up to speed as quickly as possible, including who the customer is and what problems they are having.
  2. When a customer calls their health insurance company and enters their member ID, often times if they are transferred, the next agent asks for all that information all over again. That’s extremely frustrating. The right Contact Center solution passes the member information to the agent before they even pick of the phone.

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:

  1. Manage employee schedules and tune them according to past analytical data, sick time, vacation, etc.
  2. Evaluate and score agents based on myriad data points. This can include call abandonment rate, customer satisfaction, and average call time.
  3. Predictively dial mass numbers of people, and compute on the fly how many calls to send out in relation to how many agents will be available.
  4. Completely automate the transaction. Interactive Voice Response (IVR) solutions, like those provided by DiRAD, front-end call centers so that many calls never make it to the agent. If the customer can be helped by automation and they’re happy, you just saved a boatload of money on the most expensive component to running a customer service operation: people.

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:

  1. Who is calling or reaching out
  2. How often they contact you
  3. Reasons for each contact
  4. How long each interaction took
  5. How happy they were before the call and after the call
  6. Where they are calling from

This data is extremely valuable to a company looking to maximize the caller experience (CX).

How Else Are Contact Centers & Call Centers Alike?

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.

My Call Center Works For Me – Do I Need To Upgrade To A Contact Center?

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


2021 Buyers Guide Surveys

 
1.) 
Nuxiba Technologies

Reminder
Provide an unparalleled, engaging user experience for the creation of dynamic voice broadcasting campaigns. Its block-based interface enables you to develop easy to complex call flows aligned with given strategic business targets by simple drag and drop operations.

Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:

- Building Customer Loyalty
- Lead Generation
- Enhancement of Current Service Portfolios

Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!
 



View more from DiRAD Technologies

Recent Blog Posts:
Get to Know the DiRAD Technologies TeamJune 8, 2021 3:17 PM
COVID Risk Surveys Weighing You Down?June 8, 2021 3:16 PM
Ryann Walters, Call Center DirectorJune 8, 2021 3:15 PM
Make COVID Surveys Touch-Free!June 8, 2021 2:43 PM
10 Businesses That Benefit From Outsourced Contact CenterJune 8, 2021 2:42 PM
DiRAD Tech Experiences Growth!June 8, 2021 2:36 PM
How is Covid-19 Affecting DiRAD?June 8, 2021 2:21 PM
Using IVAs Across PlatformsJune 8, 2021 2:18 PM
The Truth About What Virtual Customer Assistant Tech Is, and Isn’tJune 8, 2021 2:17 PM
Working From Home in the Age of CoronavirusJune 8, 2021 2:15 PM

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =