Apr 07, 2022
In Welcome to the Arts Forum
You know the jargon, but do you really know the difference between a contact center and a call center? In the 1960s, the invention of automatic call distribution (ACD) systems made it possible for the first time to hire and train customer service representatives to handle incoming volume telephone calls in a cost-effective manner. This innovation, made possible by machines that route incoming calls to multiple agents based on their availability or expertise, was called a "call center. "Gartner defines a contact center as a team (or group of teams) that interacts with customers through a range of channels, including phone calls, text messages, emails, live chat, and networks social. Call center agents provide support or sales over the phone only. If your agents process requests and contact users or customers through one or more other channels, you are running a contact center. Below, we will dig deeper into the employee data differences between call centers and contact centers. We'll also discuss the differences between operational costs, recruiting, and KPIs, and how call and contact center managers can improve in all three areas. Differences between call centers and contact centers Differences between call centers and contact centers (via source)Operational costs: call centers vs contact centers The cost of running a service often includes hiring and training, payroll and benefits, hardware, software, and facilities. A contact center has an operational cost advantage over a call center in that allowing customers to choose between multiple support channels can reduce telecommunications expenses without necessarily decreasing customer satisfaction. Tips for Managers One of the best ways to save on operating costs? Automate what you can. For call centers: this may include adding a plug for your self-service option to your recorded message. Alternatively, you can use interactive voice response (IVR) software to replace phone trees with a script that asks callers to say their question or problem.