Oftentimes people use the terms ‘contact center’ and ‘call center’ interchangeably. There are certainly some overlapping features, but they are not the same thing. There are big differences in how you communicate with customers. Here’s how:
A call center is a more traditional method of handling a high amount of calls. If you are mostly concerned with managing customers or receiving orders, call centers are a great option. Businesses with call centers often want employees to handle as many calls per day as possible. Call centers can also be used for telemarketing and sales.
Contact centers, just like a call center, manage high volumes of calls. However, contact centers also come with digital channels. This means that, in addition to traditional calls, they can communicate via web chat, video, text, etc. The great thing about contact centers is that these communication methods are also integrated, making it easy to switch back and forth. In a day and age where more customers expect online interactions, contact centers are growing in popularity.
While call centers are certainly beneficial, in the modern business world contact centers often prove more useful. With a contact center, a business can customize their client interactions to meet the demands of the customer. Oftentimes customers prefer to look for an answer online before calling customer service. This way, businesses can offer both options.
With that said, call centers work very well for some businesses. If you are primarily concerned with making and taking calls, utilizing a contact center may be overkill. It is important to pick the option that works best for your business, not automatically go for the bells and whistles.