Some differences between Call Center and Contact Center:
Posted: Thu Dec 12, 2024 10:31 am
Number of customer communication channels :
The most obvious difference is that the number of communication channels of Contact Center is much more diverse than Call Center. Contact Center includes many channels, both traditional and modern such as: hotline, SMS, chat channel, email, Facebook, zalo, ...
Intended use :
Call Centers are designed to serve the largest canada business fax list number of customers in the fastest time possible on a single channel: voice (hotline). Meanwhile, Contact Centers are designed based on the understanding that customers expect fast response times, personalized interactions, and short-term results on the interaction channel of their choice.
Data synchronization :
Contact Center is the focal point for all customer contacts from all channels. This means that all customer contacts are managed in a common data warehouse. Data is collected from these interactions for businesses to analyze, find important customer insights, help businesses make decisions, improve business models, propose marketing strategies, new products to increase sales efficiency.
Automated and self-service capabilities :
Nowadays, modern Call Center systems can integrate the ability to automatically call with AI (artificial intelligence) voice or automatically answer with virtual assistant for some tasks such as appointment notification, bill notification or automatic order receiving.
With the Contact Center system, businesses can integrate more intelligent Chatbots. Customers can interact with Chatbots to find answers in the available data system. When the problem exceeds the processing capacity of Chatbox, the conversation history will be transferred to real support staff, helping staff quickly grasp information, support effectively and increase customer satisfaction.
Customer routing capabilities :
Call Center usually operates on IVR setup rules , automated call routing (Automated Call Distribution) to distribute calls to customers according to business settings such as: meeting the management agent, meeting the free agent, meeting the nearest consulting agent, meeting the care agent according to skills...
As for Contact Center, this system has many communication channels that will combine many mechanisms including: automatic call routing, automatic message routing, automatic email routing, etc.
In this way, the Contact Center will allocate customer tickets to the most suitable staff, helping to reduce problem resolution time and improve customer experience. Tickets in the Contact Center are also classified, updated, and forwarded to help agents easily manage and increase work productivity.
The most obvious difference is that the number of communication channels of Contact Center is much more diverse than Call Center. Contact Center includes many channels, both traditional and modern such as: hotline, SMS, chat channel, email, Facebook, zalo, ...
Intended use :
Call Centers are designed to serve the largest canada business fax list number of customers in the fastest time possible on a single channel: voice (hotline). Meanwhile, Contact Centers are designed based on the understanding that customers expect fast response times, personalized interactions, and short-term results on the interaction channel of their choice.
Data synchronization :
Contact Center is the focal point for all customer contacts from all channels. This means that all customer contacts are managed in a common data warehouse. Data is collected from these interactions for businesses to analyze, find important customer insights, help businesses make decisions, improve business models, propose marketing strategies, new products to increase sales efficiency.
Automated and self-service capabilities :
Nowadays, modern Call Center systems can integrate the ability to automatically call with AI (artificial intelligence) voice or automatically answer with virtual assistant for some tasks such as appointment notification, bill notification or automatic order receiving.
With the Contact Center system, businesses can integrate more intelligent Chatbots. Customers can interact with Chatbots to find answers in the available data system. When the problem exceeds the processing capacity of Chatbox, the conversation history will be transferred to real support staff, helping staff quickly grasp information, support effectively and increase customer satisfaction.
Customer routing capabilities :
Call Center usually operates on IVR setup rules , automated call routing (Automated Call Distribution) to distribute calls to customers according to business settings such as: meeting the management agent, meeting the free agent, meeting the nearest consulting agent, meeting the care agent according to skills...
As for Contact Center, this system has many communication channels that will combine many mechanisms including: automatic call routing, automatic message routing, automatic email routing, etc.
In this way, the Contact Center will allocate customer tickets to the most suitable staff, helping to reduce problem resolution time and improve customer experience. Tickets in the Contact Center are also classified, updated, and forwarded to help agents easily manage and increase work productivity.