How is a Contact Center Different from a Call Center?

Choosing the Right Center

In business communication, it’s common for individuals to use the terms “contact center” and “call center” interchangeably, creating a sense of confusion about their true distinctions. However, understanding the differences between these two entities is crucial, as they each offer unique advantages that can significantly impact your business operations. This post from ClearCall aims to clarify the roles of contact and call centers, highlighting their differences and the opportunities each presents. By delving into these aspects, we strive to equip you with the knowledge necessary to make informed decisions that align with your business goals.  

What Is a Call Center?

A call center is a centralized office or location that manages an organization’s incoming and outgoing phone calls. Its primary function is to handle customer inquiries, resolve issues, and provide support through voice interactions. Typically, companies use call centers as part of their customer service strategy to streamline communication and ensure efficient problem resolution.

Call Center Features

While the specific features may vary depending on the company’s needs, some common features of a call center include:

• Automatic Call Distribution (ACD) system: This technology distributes inbound calls among available agents based on predefined criteria such as agent skill level, caller priority, etc.
• Interactive Voice Response (IVR): This feature allows callers to interact with a computerized menu system to navigate their calls and address their needs.
• Call Monitoring: Supervisors can listen in on live calls to ensure quality control, provide feedback, or assist agents in resolving complicated issues.
• Reporting and Analytics: This feature enables managers and supervisors to track metrics such as average wait times, average call duration, etc., and use this data to improve operations.

What Is a Contact Center?

A contact center is an evolution of the traditional call center model, including newer communication channels like email, SMS, web chat, social media platforms, etc. It aims to offer customers more options for reaching out while providing businesses with tools for managing these interactions efficiently.

Contact Center Features

Contact centers share many features with call centers but with the addition of multi-channel support. The following are some typical contact center features:

• Omni-Channel Support: This feature enables agents to seamlessly manage customer interactions across various channels.
• Customer Relationship Management (CRM) Integration: Contact centers often integrate with CRMs, giving agents access to customer information and history and facilitating more personalized and efficient service.
• Knowledge Base Support: Agents can access a centralized knowledge base containing common issues and their solutions, enabling them to resolve inquiries quickly.

Key Differences between Call Centers and Contact Centers

Though both call and contact centers aim to improve customer communication, there are significant differences between these two entities. Some key differences include:

• Communication Channels: As the name suggests, call centers primarily use voice calls as their mode of communication, while contact centers offer multi-channel support.
• Customer Expectations: In today’s fast-paced world, customers expect businesses to provide support through various channels. Contact centers cater to this by offering seamless multi-channel support that meets modern customer expectations.
• Scalability: Contact centers’ technology and features are designed with scalability, making it easier for businesses to expand their operations and add new channels as needed.

Which One Is Right for Your Business?

The decision between a call center and a contact center ultimately depends on your business goals and needs. Ask yourself the following questions to determine which option may be more suitable for your organization:

• What type of customer communication channels does my business need?
• How fast do we need to respond to customer inquiries?
• Do we have the resources and infrastructure to manage multiple channels effectively?  
• Are we planning to expand our operations in the near future?

Discover Your Ideal Communication Solution

Understanding the differences between call and contact centers is crucial in deciding which one best suits your business needs. While call centers are a tried-and-true solution for handling voice interactions, contact centers offer more flexibility and modern features to meet evolving customer expectations. Consider your business goals and customer needs to make an informed decision that aligns with your objectives. Remember, ClearCall is here to support you in finding the right solution for your business communication needs. So don’t hesitate to contact us for more information or assistance.