Contact Center vs. Call Center: Do You Have to Choose?

Your business is growing, and it’s time to better serve your customers by opening up a call center. Or, maybe a contact center is more appropriate for your customer base. Do you have to choose one or the other? And how do you know which one is right for you? Is a contact center just another name for a call center?

If you’re caught in the debate over establishing a contact center vs. a call center, we’ve got the information you need to help guide your decision. Fortunately, you don’t have to choose between one or the other—a modern contact center can exist in harmony with a more traditional call center.

What Is a Call Center?

Many people are familiar with call centers. This type of model has been around for decades and is a place where agents handle inbound and outbound phone calls on behalf of a business. These calls might relate to customer service questions, tech support, placing orders, and more.

Over the years, most call centers have operated using telephones and computers to communicate with customers. The main goal of a call center is to reduce costs by answering as many calls as possible per day, while still maintaining high-quality customer service.

What Is a Contact Center?

A contact center also handles inbound and outbound calls. But instead of using telephones, most of the work is done over digital channels like the cloud or Voice over Internet Protocol (VoIP). Agents serve and respond to customers over a variety of platforms, such as text, live chat, email, video conferencing, and more.

All of these platforms are usually integrated to create an omnichannel experience, meaning customers can switch from one mode of communication to another and still enjoy seamless service.

An increasing number of businesses have adopted the contact center model as technology has evolved, allowing them to better meet the needs of a wider customer demographic.

What Communication Channels Are Available in a Contact Center?

Contact centers offer a wide range of communication channels. In fact, the number of communication channels has continued to increase as technology changes at a rapid rate.

Today’s contact centers usually utilize platforms such as:

  • Email
  • SMS/text messaging
  • Apps
  • Social media
  • Video chat
  • Live chat
  • Internet forums
  • Web calls
  • Phone calls
  • Call back
  • Web forms

Advantages of a Contact Center

From providing more proactive customer service to helping agents be more engaged, there are dozens of ways the contact center experience can benefit your company.

Here are just a few reasons having a contact center may appeal to you.

1. Reduced Costs

Utilizing platforms like chatbots and text messaging, contact centers make it easier for customers to enjoy self-service. If those customers do end up needing the help of an agent, their communication time is usually shorter. This frees up agents so they can help more customers in a given time, reducing overall costs for your business.

2. Boost Customer Satisfaction Rates

With a contact center, customers can choose the communication method that best suits their lifestyle and personal preferences. This makes them happier as their needs are met in the way they prefer. And happy customers lead to more satisfied, loyal customers.

3. More Engaged Agents

When customers are happy, they’re less likely to get frustrated or angry during a customer service interaction. This makes agents happier and more satisfied with their job. Agents are also more engaged because they’re using a diverse skill set and doing fewer repetitive tasks.

4. Enhanced Customer Service Experience

Contact centers enhance the customer service experience in many ways. They provide a more proactive service, empower customers to use self-service options, reduce wait times, and create more consistent, higher-quality interactions.

Are Call Centers Outdated?

Some might claim that call centers are outdated, but in reality, they still have a place in customer service—they’ve just evolved. Today’s call centers are all wrapped up in the modern contact center, giving companies the chance to serve customers via phone calls and many other platforms.

Do You Have to Choose Between a Call Center and a Contact Center?

The good news: you don’t have to choose between a call center and a contact center. There are many types of contact centers out there today, and the best one will include all the best elements of a traditional call center.

Upgrade Your Customer Service Today

If you’re interested in upgrading your customer service from phone-only to contact-center-style services, ROI Call Center Solutions can help. By outsourcing your customer service, you’ll hand over the task to experts who know how to efficiently and effectively serve your customer base. We’ll help you streamline your processes, handle the ebb and flow of your customer inquiries, and act as an extension of your business. Contact us today for a free quote.

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