What is a contact center and how does it work? 6.09.2022 contact center Call center and contact center are two terms that are often used as synonyms but, in reality, they describe two systems or forms of management or customer service. Difference between call center and contact center The differences can already be sensed from the name. When we talk about a call center, what we are referring to is a service that centralizes and manages call traffic, both incoming and outgoing, for a certain company.
Its main characteristic is that it has a single channel, the telephone channel, in order by a team of agents who are on the other end of the telephone. There is also the variant, focused on sales, in which the employees themselves Vietnam phone number list make the calls to contact potential customers. The difference with the contact center can be summed up in one word: multichannel. A contact center extends the scope of the service to other channels such as chats, instant messaging, social networks, email, etc. Although for the former all that is necessary is to have one or more telephone lines, for the latter a communications management software is needed that allows all possible communication channels to be integrated. They also tend to have differences in terms of their purpose or function.
The call center is usually focused on telesales while a contact center includes this capacity but can manage other functions such as receiving and managing leads, contracting through recording and transcription of calls, automated services, remote incident attention, etc Advantages of having a contact center In short, it could be said that all contact centers are call centers, but not the other way around, since they are still the evolution or digital transformation of the latter. They integrate all the possibilities of the latter and expand them.