Is the contact center vs. call center argument just semantic in nature, or are there real differences between the two? Do representatives at contact centers take calls? Sure they do, but they also offer much more than telephonic-based communication – and therein lies the differentiator: contact centers are able to utilize other mediums that fit the unique needs of customers who might not prefer to make a phone call.
What’s a Call Center?
There are three main types of call centers: inbound, outbound, and automated. Most inbound call centers will process orders, offer help desk support, transfer calls, and provide dispatch services. Outbound call centers are usually tasked with selling products or services, but are also used to provide customer outreach or conduct surveys. Automated call centers give companies the voicemail services that help reduce tedious manual services, but they are also used to help customers find store locations or utilize interactive technology that gives customers access to very basic information.
Call center technology can be very similar to systems used in contact centers. The software used is often some version of an automatic call distributor that routes calls to the right people. There are other technologies involved that are often utilized at a call center or a contact center, such as call monitoring for improved training capabilities and quality assurance.
What’s a Contact Center?
There is one word of great importance in the contact center vs. call center debate, and it’s “omnichannel.” Rather than focus on delivering top-quality communication via phones alone, contact centers are more focused on managing customer interactions, which can include any form of communication, from email to messaging, social media to chatbots.
Contact centers are more invested in technologies that provide customers a means for self-service. Given that consumers today want their problems solved immediately, they need access to such things as keyword-driven messaging and chatbots that get to the bottom of their issue in a fast and efficient manner.
If there is one benefit going to one side in the contact center vs. call center discussion, it’s the contact center’s ability to empower the customer. But in order to achieve that goal, the contact center must have implemented the right technology. In order to stay current, it pays to partner with a company that has the details about premium technologies that won’t break your budget yet provide your customers with the type of services they need to enhance their relationship with your brand.
That’s what we offer at Proper Connections. From computer telephony integration to digital key, hybrid, and private branch exchange (PBX) telephone systems, voicemail and automated attendant systems, to wide area network interface equipment, we’ve got you covered. Contact us, and let’s discuss how we can upgrade your technology.