Call Center Verses 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.