Differences between the call center and contact center.

CALL CENTRES ?

  • Call center is the place where the service agents render support and services to the customers coming up with issues or queries related to their company products.
  • Call centers support their customers through phones
  • The agents rendering services through call center are well trained and professional
  • They perform functions like giving training, call quality assessment, workforce management and others.
  • Call centers support the technology ACD means automatic call distributor
  • The call centers mainly concentrate on customer satisfaction over the calls attended.
  • Call centers are data-driven means the calls answered, missed are stored in the databases.
  • Call center agents can handle a single call at a time.

CONTACT CENTRES ?

  • Contact centers reach the customers through social media, messages, email, live chat and more apart from phones.
  • Contact centers can shift from one media to another media channel easily during the interaction.
  • Contact centers can handle two or more customers issues at a time by a single agent.
  • Supports multichannel support

Single channel vs Multiple platforms

Contact centers: Supports and resolves customer queries received from multiple social platforms.
Call centers: customer issues resolved through phone calls only.

No. of issues
Contact centers:
number of issues resolved are more and quick by the contact centers through email, phone, chat bots and other social media.
Call centers: The number of issues resolved are limited as they are resolved through live calls compared to the contact center.

IVR vs Chat bot
Call centers support the IVR system where customers select the options in the call depending upon their issue to register the complaint or can talk directly to the agent.
Contact centers support chat bot systems where agents deliver the solutions to the customers directly on the chat bot and if the customer is not happy with the solution, then the agent leads the call directly to the relevant technician.
Automation service

Contact centers follow the automation technology to route the customer ticketing process which includes giving priority to the tickets, categorizing the tickets, updating, and streamlining the issues are done automatically.
Call centers don’t implement automation services.
Software integrations

Contact center supports software and data integrations that help to resolve the issues quickly, retrieving the data of the customer and others can be done easily.
Call centers don’t support data and software integrations as they function completely on phone calls.
Multiple ways

Contact center approach customers in multiple ways
Call centers reach the customers only through phone calls.
Call Waiting

Contact centers do not allow their customers to wait in the call queues
Call centers make their customers wait in queues as they rely only on phone calls.
Approach

Contact centers follow a proactive approach
Call centers follow a reactive approach
Efficiency

Contact center’s efficiency is high as they handle more customer issues from different platforms and sources
Call centers efficiency is average as they handle average queries of customers compared to contact centers.
Traditional vs modern

Contact centers follow modernized technologies and approaches to reach the customer queries hence referred “modern centers”.
Traditional centers are nothing but call centers that use old approaches to resolving customer issues through phone calls.

These are the few differences between call centers and contact centers that prove that organizations must go for contact centers when compared to call centers to become efficient, quicker in resolving and supporting customer issues.

Live Chat vs Phone Support: Which is better for your business?

The different communication services to reach the customers: Live chat, phone support.

What is Live chat?

Live chat is the process of calling customers with the businesses instantly through a website or mobile application.

Benefits of LIVE chat

  1. 24/7 customer support
  2. Improves efficiency
  3. Handles multiple customers at a time
  4. Time-saving
  5. Cost saving
  6. Instant response
  7. No repeated calls are gained from the customers
  8. Time-saving process for the customers avoiding the contact details of the business
  9. Time-saving for business that avoids handling waste calls.
  10. Easy monitoring
  11. Easy to integrate into the business website
  12. Provides security to the customer

What is phone support?

Phone support is the process of handling customer issues through the phone. This is the best procedure for handling customers as issues or product related queries are handled in a better way compared to live chat.

Benefits of phone support

  1. Helps in resolving complex issues
  2. Call recordings
  3. Call monitoring
  4. Personal connections are maintained easily
  5. Immediate response to the customers
  6. Gives information in detail
  7. Easily accessible
  8. Boosts productivity
  9. Positive customer experiences
  10. Easy to use

There are both pros and cons for every technology, similarly, both live chat and phone support when integrated with the business communication system helps in increasing the productivity of any business as the chance of resolving customer issues increase by double. So, we suggest integrating both the communication tools that need to be implemented for your business for good results.

What is Call Centre Management? Best Practices & Strategies

What is a call center?

A call center is an intermediary communication channel between the business and the customers that mainly concentrates on resolving customer issues. The customer support is done by the customer representatives resolve the issues through phone calls.

What is Call Center Management?

Call center management performs daily activities or tasks related to employee training, sales, arranging meetings, handling customer requests and many other activities are managed and operated well.
Channels used by the call centers to reach the customers:


• SMS
• WhatsApp messages
• Email
• Phone
• Website chat
• Video


The crux of the call center management is to get 100% customer satisfaction for which few ones must refine to make your call center management more efficient and effective, few best practices are suggested in this article:

  1. Finding the right candidates: To be successful, any organization must find the right candidate with excellent communication skills, good behavior, basic knowledge regarding the end products of their company, should have the capability of handling the customers smoothly, listening skills should be more, ability to handle the complicated customers easily.
  2. Training and continuous learning: The important step in the recruitment process is to give proper training to the selected candidates which make them comfortable and confident enough in handling calls.
  3. Encourage your employees: Boost the employee’s confidence levels by conducting various fun related activities that give them a break that helps your employees in getting rid of boredom from regular working style. Conduct sessions, one on one or team discussions to resolve the issues they are facing with the customers.
  4. Mutual co-operation: A management team is said to be successful only when there is a good working balance maintained between the management and their employees.
  5. Defined times: Estimate the required call agents to manage the average call volumes, identify the peak hours per day, month and year that helps call center management to assign the agents on a rotation basis so that no one feels burden or stress over handling more work hours. This strategy helps the customers by reducing their waiting time, particularly for small call centers.
  6. Monitoring: Call center managers need to monitor the agent’s behavior while handling the customer calls that helps the management to generate annual reports and before giving them incentives.
  7. Conduct survey: Conduct surveys to stay connected with the customers using the media like mail, chat, SMS and phone calls so that it helps where the company is lagging behind in promoting the products and company image.
  8. Modernized technology: Day by day the call centers are implementing modernized technologies helping them to handle huge call volumes thereby resolving a greater number of customer issues compared to call centers managing basic setups for handling customer’s calls.
  9. Maintain backups: Call centers should store the entire customer call records and maintain them as a backup that can be used for retrieving the customer information whenever required, for example, customer present residential address, phone number, and issues resolved in the past and others.
  10. Customer feedback: The major factor that highly influences the call center management progress is customer feedback. Improve your call center efficiency by getting more customer feedbacks regarding the call agents’ behavior, whether the issues are resolved by the agents or not, and other such factors are majorly concerned for the improvisation of any call center.

These are the few strategies suggested for all the start-up call centers to get quick solutions resulting in faster success in a short period of time.