What is the Difference between a Call Center and Contact Center?

Call center vs. contact center. Many use these two terms interchangeably, but they are not the same thing. Call centers and contact centers are two distinct models for business communication. And assuming otherwise could lead to an embarrassing faux pas or a damaging business mistake. The primary difference between a call center and contact center lies in the methods of communication and overall experience. But before getting into specifics, start by understanding what these terms really encompass.

1. What is a call center?

A call center is a department that services inbound and outbound calls from customers. Traditional call center agents are customer service representatives who handle customer inquiries, but they may also provide other services such as telemarketing, debt collection, and billing, or other customer-related functions. Call center operations may be located within an organization or outsourced to a partner that is an expert in the field.

2. What is a contact center?

A contact center is a department that handles inbound and outbound customer interactions. Like call center services, contact centers operate within an organization or may be outsourced to a partner. But unlike call centers, contact center agents interact with customers across multiple channels, such as messaging, phone, apps, text, email, social media and web.

Call Center vs. Contact Center: Which is Better?

When it comes down to it, the main difference between call centers and contact centers is in the name. A call center lets customers call, while a contact center keeps you in contact through any customer service channel. In the end, you must decide which of those channels are preferred by your customers. 

7 benefits of outsourcing call center services.

  • Focus on core responsibilities
  • 24/7 customer support
  • Access to the latest technology
  • Work with the experts
  • Cost-effective
  • Improve efficiency and productivity
  • Increase customer satisfaction

Your business can enjoy all the benefits mentioned above if it partners with the most appropriate team to outsource call center services. Who knows, it may be just what your company needs to improve your customer support operations and stay ahead of the competition.