Thursday, March 30, 2023

Contact Center vs. Call Center: 5 Differences You Must Know

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Many people believe that call centers and contact centers are two different things, but in reality, they are slightly other. A call center is a contact center that specializes in making inbound calls to customers. A Contact Center Service that specializes in outbound calls is called an outbound call center. There are many different ways to serve customers, and call centers and contact centers serve customers in many different ways. 

What IS A Contact & Call Center?

Phone centers are typically divided into two categories: contact centers and call centers. A contact center is a centralized operation that processes customer inquiries and provides support through various channels, such as phone, email, chat, and social media. A call center, on the other hand, is a decentralized operation that processes customer inquiries and provides support through a single phone line. 

Differences Between Call & Contact Center 

There are a number of differences between contact centers and call centers, some of which are summarized below.

  • Channels: Contact centers typically use a variety of channels to communicate with customers, while call centers usually use a single phone line. Some ways call centers to serve customers are through channels of call center contact, outreach, inbound, sales, offices, outbound calls, many ways, customer self, and technology. Channel call centers are contact centers that specialize in working with different channels, such as phone, fax, and email. Centers contact are contact centers that specialize in making outbound calls to customers. 
  • Outreach: Contact centers typically use outreach techniques to communicate with customers, while call centers generally rely on phone calls to communicate with customers.
  • Contact centers typically use offices as their primary location for customer interactions, while call centers are usually located in locations such as call centers, retail stores, and hospitals. Outbound calls are a common practice in contact centers, while call centers typically rely more on inbound calls. Customer communication in contact centers is typically done through voice, while call centers also typically use text and social media. Traditional phone lines are still used in contact centers, while call centers increasingly use VoIP and other forms of communication.
  • Outbound voice is familiar in contact centers, while call centers generally rely more on outbound social messaging.   Contact centers use a variety of communication channels to engage with customers. Outbound voice is common, but contact centers increasingly use outbound social messaging, VoIP, and other forms of communication. 
  • Contact centers use a single communication channel to engage with customers, but they leverage services to deliver solutions quickly and efficiently. Contact centers use inbound agents to welcome customers, provide support, and gather information. Inbound agents typically handle a variety of customer interactions and require customer service skills. 

An example of contact center uses

Hotel reservations: Contact centers often handle hotel reservations and other customer service tasks. Contact centers use inbound agents and automated systems to process reservations. Popular options: Contact centers offer a variety of options to customers, including phone, chat, social media, and email. Support requests: Contact centers receive support requests from customers. Inbound agents or automated systems can handle support requests. 

You might also like to read Top Benefits of Outbound Call Center Services


Contact centers use a strategy guide to plan customer interactions and manage resources.
Center services: Contact centers offer a variety of services, such as call routing, contact center automation, and customer service training.
Operational excellence: Contact centers strive for operational excellence to improve customer satisfaction and productivity.
Single Omnichannel Support: Contact centers provide a single, unified experience to customers across channels.
Support Solution: Contact centers provide a support solution VCC Lite that includes support agents, automated systems, and tools.

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