Call Center Vs Contact Center

Call Center word gives image to people to think a place or office where people neatly organized into rows, sitting beside their phones, answering customer calls. So what is a contact center?

The newer name – contact center – reflects the fact that more than just phone calls are being handled. Many call centers have evolved over the years to do much more than just answer phones. Contact centers are more than headset-wearing switch-board operators. The modern contact center handles phone calls, email, and online communication – including instant messaging.

 

The traditional call center conjures up an image of a group of agents all located in the same office space. Agents armed with headsets handle voice calls throughout their shifts. Customers and business partners contact the call center via the phone. This contact centers have been called call centers. More often than not, the call center is not fully integrated with the information streams and processes of the business, with the call center utilizing the voice network and the rest of the businesses processes using the data network.

 

Some companies choose to separate the handling of customer contacts by medium. For instance, a company may establish a department for inbound calls, one for outbound calls, and a group for email. Some companies, especially smaller ones, opt to create “global agents” who handle all contact types. Companies create universal contact agents for reasons of efficiency and service, and often because they find it easier to train agents in multiple communication methods than to train multiple agents in product or service information. Rest is depends on customer to decide that how they want to communicate with call center company, and it is up to call center to respond appropriately through its contact center.

 

Therefore, A call center is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientèle, and debt collection are also made. In addition to a call center, collective handling of letters, faxes, and e-mails at one location is known as a contact center. And a call center (see spelling differences) is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.

Advertisements

3 Responses to “Call Center Vs Contact Center”


  1. 1 Ricky Martin May 5, 2008 at 9:19 am

    According to my point of view, A call centre or call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone and A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made Vs Contact centers are increasingly turning to Voice over Internet Protocol (VoIP) to run their operations, and the interest in “virtual call centers” is driving much of that change, according to some recent research

  2. 2 shaneried m May 12, 2008 at 6:46 am

    A very common opinion about the call center is that people here answer phone calls. The difference between the call center and the contact center is that the contact center deals not only with phone calls, but also with emails, faxes and online communication – including instant messaging.

    Traditionally, contact centers are referred to as call centers. The contact center is not only the newer name for the call center – this phrase also shows that more than just phone calls are being handled. Over the years a lot of call centers have evolved to do much more than just answer phone calls.

  3. 3 abhe April 28, 2009 at 10:24 am

    Nice post.
    Visit http://www.philippinecallcenter.com.ph for more information
    about call center.


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s





%d bloggers like this: