Call Center vs. Contact Center: Which One Do You Prefer?

by Alvin Zoros Call Center Service Provider

It’s never an exaggeration to call the call centers as the ‘heart of the customer-service’.

It’s not just a place which helps the customers resolve their after-sales queries, but a dedicated center which guides and influences the customers to buy products or services from an organization and many more such activities.

However, the traditional call centers are slowly giving way to the modern contact centers, and here we have brought for you a few features of both these to assess your requirements:

Call Center And Its Features:

With call centers, you can picture a room full of people, known as call center agents, offering customers services over the telephones.

These call centers generally had two support systems:

·       An inbound call center which received calls from the customers, rendered tech support and resolved customer grievances

·       An outbound call center which made calls instead of receiving, including sales calls, surveys, debt collection, marketing offers and fund-raising etc.

Call centers, though still applicable, could be a nightmare for some customers.

For instance, during the peak hours, the customers kept holding the endless IVR to resolve their troubles, but still not getting the solutions they desired.

However, many such call centers have turned contact centers and this facilitated the efforts of the customers to much an extent.

Contact Center And Its Features:

This is the modern approach to the similar call center service, with the freshest ideas to connect with the customers.

For instance, call centers solutions for communication industries are no more limited to representatives on calls.

In fact, there are a number of new channels now, using a myriad of technology, through which the customers could contact the dedicated customer service team and even the tech-support professionals.

And besides the inbound and the outbound call centers, the customers could get all the support using:

·       Live chat customer service

·       In-app chat

·       Social media chat

·       SMS

·       Push notifications

·       Live Chats

In addition, the contact center normally adjoins customer relationship management. Through this, each and every interaction could be tracked, controlled and managed effectively.

It employs the newest available technology and all this to live up to the expectations of the customers.

What Do You Need?

With the newest methods of serving the customers, contact centers are slowly eating away the call centers and these are the first choice of the customers.

However, there are still a number of industries who find call centers a more convenient and affordable option.

Therefore, the question of whether to choose a call center or a contact center is totally dependent on your needs. Though, you can always outsource both these to save a lot more of your costs and still obtain better services in an effortless way.

So contact a good, modern call center outsourcing agency and they would always offer the best assistance to manage your sales and customers in a better manner.

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Created on Aug 18th 2018 07:10. Viewed 717 times.

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