The terms call center and contact center are no longer unfamiliar to users. However, to grasp the difference between these two definitions is another story. Therefore, today we share the article below for you to better understand the 7 differences of these 2 terms.
What is contact center?
Contact Center (also known as customer interaction center or electronic contact center) is the central point in the enterprise apparatus, managing all connections with customers. A typical Contact Center usually consists of one or more online call centers, and other connection methods such as email, fax, IVR or web chat, etc. multi-dimensional marketing strategy of the enterprise.
What is call center?
Call center is understood as a call center where employees will often make or receive a large number of calls during the day, in order to receive information as well as answer questions and advise customers. Each call center department will be equipped with a computer system, ip phone , and organize a certain number of human resources to ensure that the job needs are met.
7 biggest differences between Call Center and Contact Center
Customer communication channel
As the concept above, the first difference between Call Center and Contact Center is the customer service channels. Call Center agents primarily communicate by phone, while Contact Center services can include text, webchat, video chat, social media, email and more.
Proactive and predictive customer service
Contact Center with new tools and analytics, customer service that can go beyond responding to incoming inquiries, viewing buyer behavior makes it possible to reach and answer questions even before when a call comes in.
While this can be done in Call Center, it doesn’t work very well in practice. Outgoing messages from Call Center agents are sent over the phone, but the customer may not use the phone frequently. In addition, cell phone users are increasingly wary of answering unknown numbers, so external voice calls are often ineffective.
Contact Center solutions allow customers to choose how they want to stay in touch, making proactive communication an effective way to reduce costs and enhance intimacy.
OmniChannel Queue Management (Multi-Channel Sales Model)
A Call center system requires a single solution to manage incoming conversations, since all conversations take place over the phone channel only. However, in a contact center system, even though you provide support across multiple channels, you still need one tool to handle all conversations.
A Contact Center software that uses Omnichannel queue management to manage incoming conversations through all channels. This allows every incoming request to be viewed from a single platform, allowing administrators to easily distribute work across the team. Similarly, agents can use a single solution to manage their workloads across all channels.
In Contact Centers, you have the option to embed the chatbot in a self-service portal, customers find a solution article but can’t find the answer themselves, they can quickly raise an issue with the chatbot.
In case the chatbot can’t solve the problem, an Agent can follow up and come up with a solution. Customers can still have a seamless experience because the agent has prior knowledge of the issue recorded as a ticket or recorded as a chat in the Contact Center software.
On the other hand, Call Centers now offer self-service through IVR, which is often a time-consuming process. In addition, it is not easy to contact an agent because there are still long waiting hours
Contact Center uses automation to route Tickets to the right Agent based on keywords, previous customer history, Agent skills, etc. reasonable experience. In Contact Center, in addition to ticket routing, automation is also used to categorize tickets, update ticket attributes, and most importantly, track and close the loop with customers.
The Contact Center solution also has features designed specifically to improve agent productivity. Features help reduce repetitive tasks and give agents more time to engage with customers.
Synchronize customer care methods
Call Center’s focus is on the phone channel. This means that any customer data is collected primarily from phone conversations with customers. So the Call Center software may not paint the whole picture of the customer process or tell you anything about the experience you are providing.
However, the Contact Center software has an archive of data aggregated from channels. You can also integrate your contact center software with your CRM software and get a synchronized view of your customers. Since all your support channels are plugged into one platform, you can get an overview of your customers.
Synchronize the customer’s clock
Call Center can only get customer information through incoming and outgoing calls, while Contact Center translates customer data from all channels into a single customer view that businesses use to deliver. predicting or recommending new products. Customer engagement is different on each channel, so with more channels comes more data.