Customer service representatives typically work in a call center or a contact center – but what’s the difference between the two? The terms are used interchangeably, however: call centers and contact centers are not the same things. Although there are some overlap and similarities, knowing the difference can help you make the right choice when choosing a customer service option for your own business.
Choosing a Call Center or a Contact Center
The main difference between call centers and contact centers is already in the name: while call centers let customers call, a contact center keeps contact through any channel. The advantage of contact centers over call centers is that they’ve opted for digitalization. Instead of ordinary phone calls, contact centers focus on digital communication, VoIP, and cloud-based methods – and like this, carrying the data over the internet rather than a telephone line. The advantage of call centers is that they focus primarily on phone calls – making the phone channel as efficient and optimized as possible.
Whereas contact centers cover everything, call centers specialize your agents to only one means of communication. What fits your business depends on which channels are preferred by your customers and what fits your business. How it works, more information, or do you want to increase your communication? Begin your search with our popular searches. Good luck!