Contact center

Since both contact centers and call centers provide customer support and outreach, the terms are often used interchangeably. There is, however, a significant difference between the two.

While a traditional call center provides customer service over the telephone, a contact center is a hub for managing customer communications. In addition to calls, it handles channels such as email, live chat, social media messaging, and more.

Choosing one approach over the other should be thoroughly assessed according to your company’s needs. The best practice for creating an efficient, differentiated customer experience is establishing critical priorities in profitability, performance, and customer experience and understanding the differences between a call center and a contact center and what each offers.

---

5 differences between contact centers and call centers:

#1 Difference in supported channels

As the name implies, a call center is a department that handles both inbound and outbound customer calls. Inbound call centers handle incoming customer requests for product or service support.
Outbound call centers are typically used for sales activities such as telemarketing and market research.
Most call centers use advanced Interactive Voice Response (IVR) systems designed to handle high call volumes.
Callers can access information or be routed to the appropriate agent using their telephone keypad or speech recognition to select an option from a pre-recorded or dynamically generated audio menu.
Modern IVR systems track and analyze a variety of data to improve service quality, including long-term business Intelligence trends, popular customer requests, operational information, and performance metrics.

Contact centers are a department that handles all customer interactions across a range of channels, including phone calls, video calls, SMS, email, live chat, social media messaging, and in-app messaging.

Contact centers utilize technologies for effective customer self-service, reducing resolution times and improving CX. These technologies extend beyond IVR and include AI-powered chatbots, voice bots, self-service widgets, and virtual customer assistants. As technology advances, machine learning is more sophisticated, and bots are easier and more efficient to interact with.

Integrating all channels and touchpoints into one centralized whole allows an omnichannel contact center to provide a seamless experience across all channels. If done right, omnichannel support will enable customers to easily switch from one channel to another, providing personalized and uninterrupted service.

#2 Difference in technology

• Contact Centers as a Service (CCaaS) platforms allow seamless cloud integration for routing and ACD technology
• Email response management systems receive, acknowledge, analyze, and organize email inquiries
• AI-powered self-service systems offer customers the chance to solve their problems on their own
• Self-service online knowledge databases include the most frequently asked questions by customers
• Knowledge Management Systems (KMS) are designed to support the creation, storage, and dissemination of information
• TTY (TeleTYpe) or TDD (Telecommunications Device for the Deaf)  make it easier for deaf and/or mute people to communicate over telephone lines
• Text analytics software monitors and analyzes all written communication

#3 Difference in performance metrics

Call centers have a variety of metrics that keep the operation on track. Metrics may include the average wait time for a customer to speak with an agent, the typical call length, the percentage of initial calls that result in a resolution, and other factors.

If contact centers handle phone calls, then all of the standard call center metrics still apply. However, more channels require additional performance metrics. To account for different functions and capabilities, performance metrics must be tailored to each channel – for example, some metrics, such as average call time, are irrelevant to in-app messaging.

#4 Difference in gathered data

Call centers use speech analytics software to gain information on customer needs, behaviors, and opinions by analyzing voice recordings and call center calls.

As contact centers communicate with customers through digital channels, they can access more data. Contact centers can use the data collected to create detailed customer profiles. These improved customer profiles pave the way for a wide range of improvements in predictive support, which in turn helps to improve the customer experience (CX).

#5 Difference in agent training and agent skills

Both call center and contact center agents ought to have industry knowledge and effective communication and customer service skills. Additionally, contact center agents must have familiarity with diverse channels for different types of communication. Written communication, multitasking, and social media etiquette will also be helpful.

The bottom line

The difference between call and contact centers comes from their communication channels.  The call center approach is ideal for companies whose customer base prefers to communicate with them via telephone. However, keep in mind that not all customers would pick up the phone to contact your business. Many of them are more at ease communicating via text, email, chat, or social media. Choosing the right strategy requires considering your business’s unique requirements and customer preferences.

Front Logix is a boutique offshore BPO that offers both call center and contact center services. We can help you choose the right solution for your business and develop a winning business strategy.
See our services and how we can help your business grow here.

Contact center outsourcing best practices are essential for businesses aiming to enhance customer experience and drive success. Customer experience is a top priority for thriving companies, and for good reason. Recent research shows that 86% of customers are willing to pay up to 16% more after a good customer experience.
Additionally, research shows that happy customers stay loyal to a brand for five years longer than unhappy, and a positive experience can increase customer lifetime value (CLV) and spending by up to 140%.

However, you know that it isn’t cheap or easy to find and train quality staff that can handle customer service. If your in-house team is already overburdened, you run the risk of offering poor customer service and creating unsatisfied customers ready to switch sides. Incorporating contact center outsourcing best practices can alleviate these challenges by providing access to skilled professionals and scalable solutions.

By outsourcing your contact center operations, you can increase customer satisfaction while improving the efficiency and productivity of your in-house employees.

What is contact center outsourcing?

Contact center outsourcing is the business practice of hiring an external customer service provider to staff and manage a company’s customer interactions from a separate location.

Turning to outsourcing is a cost-effective solution for customer communication and engagement that provides companies with exceptional customer service at a lower cost. Incorporating contact center outsourcing best practices allows companies to focus their time and resources on core aspects of their business.

Share

Export

Rewrite

Contact center outsourcing: best practices

Here are the best contact center outsourcing practices that should be followed:

Find the right partner

Incorporating contact center outsourcing best practices ensures you find a contact center outsourcer that specializes in your industry. Other considerations include the following:

• The size of the BPO
• Their experience and track record
• Access to talent and their recruitment and hiring processes, as well as the employee turnover rate
• Supervision techniques and whether supervisors are remote or on-site
• Utilization of technology
• What the most important metrics are, and how are they measured
• Company geographic location (time zone) and fluency in your customers’ native language
• Company culture and values
• Management team experience
• Compliance and quality standards policies and practices
• Cybersecurity protocols, including IP protection and safeguarding customer confidentiality

Read our blog posts on the difference between a bigger and smaller contact center to find out which one is more suitable for your business.

Set a budget

Consider what you want to spend and express your expectations with potential outsourcing partners. Incorporating contact center outsourcing best practices ensures they provide a clear picture of what is and isn’t attainable at that price point, and you will decide whether that is acceptable. Ensure that you understand what is included and that there are no hidden costs.

Set clear goals and objectives

Take the time to define your objectives and use them as a guide. SMART goals that are specific, measurable, actionable, realistic, and time-bound are the most useful. Make a detailed list of the services you want to outsource and how you want them handled. Include your remote partners in the early planning stages because they will have valuable experience to offer.

Communicate your requirements

Set clear expectations for your relationship before meeting with potential partners, and then clearly share them with the outsourcing company. Outline your business development plan, priorities, and values, so everyone is on the same page. Establish how frequently reports and updates should be sent. Set specific KPIs to track progress.

Assign roles and responsibilities

You must establish the reporting chain from the start to ensure optimal productivity and create a more transparent workplace. Your outsourced managers should know to who they should send updates and reports.

Establish communication channels

Another crucial step is to establish the communication channels from the very beginning. Uninterrupted communication is critical for success, especially when you and the outsourcing team do not share the same physical space.

Conduct regular audits

Remember that your customer’s perception of your brand is influenced by the service, the product, and the customer service experience. They will not separate your company from the outsourcing partner when they give you a review.

As a result, you must ensure that your partner’s service level meets your standards. When working with an external partner, a best practice is to conduct regular audits of the quality of customer service.

The bottom line

Customer satisfaction is, in the end, the essential aspect of your business. To accomplish this, you must thoroughly research the BPO pool before deciding on a partner.

FrontLogix offers contact center outsourcing services designed to increase customer satisfaction, grow revenue, and reduce costs.

Together, we’ll create strategies that drive customer loyalty. We’ll assist you in making the most of your customer data, developing new customer experiences, and optimizing business processes.

Most importantly, our years of industry experience guarantee that we will provide you with the best service possible. By investing in better customer service, you will have more satisfied customers who will stay happy for longer — all while saving you time and money! Get a quote.

Working in a contact center can be a great career choice for those seeking a profession with low entry barriers, excellent work-life balance, and numerous opportunities for growth. Contact center agents play a vital role as customer service or sales professionals, serving as the front-line representatives of a business. They address customer concerns, resolve issues, and foster strong relationships, making them an essential part of any organization’s success.

Are call centers the same as contact centers?

Working in a contact center involves much more than handling phone calls. While a traditional call center provides customer service over the telephone, a contact center is a hub for managing customer communications. In addition to calls, it handles queries received through various channels such as email, live chat, social media messaging, and more.

Types of contact centers

Contact centers can be divided into three categories according to the approach, data integration, and the location where that data is kept.

1.    Approach: inbound vs. outbound contact centers

Working in a contact center requires understanding the difference between inbound and outbound operations, as they serve distinct objectives. Inbound contact centers handle customer-initiated interactions, where agents assist with requests for product information, technical support, or general customer service through various communication channels.

On the other hand, outbound contact centers are actively reaching out to potential customers for lead generation, market research, sales, or telemarketing.

2. Data integration: siloed multichannel vs. integrated omnichannel contact centers

Working in a contact center often involves navigating multichannel and omnichannel communication systems. Both multichannel and omnichannel contact centers support multiple communication channels, including phone, email, live chat, social media, and so on, allowing businesses to communicate using a customer’s preferred methods.

The critical difference between the two is that omnichannel provides a seamless experience for the customer, enabling them to switch between channels mid-conversation, while multichannel does not. With multichannel support, context and history are not shared across channels.

3. Location: on-premises vs. cloud-based contact centers

Working in a contact center can take place in various setups, including on-premise contact centers. On-premise contact centers are precisely that — all the necessary software, technology, equipment, and agents’ workspaces are located in a distinct physical space.

Cloud contact centers are hosted on a public cloud, enabling access to the software with an internet connection and sufficient bandwidth. This allows a flexible, work-from-anywhere workspace. With these remote, cloud-based contact centers, agents operating in different time zones can cover customer care 24/7 without resorting to night shifts.

Pros and cons of working in a contact center

Pro: gaining excellent transferrable skills

Working in a contact center offers the chance to develop a wide range of valuable skills. Apart from developing excellent communication, persuasion, and problem-solving skills, contact center agents get training in technical skills, computer skills, and product knowledge, which can be a great stepping stone for future opportunities.

Pro: The option to work from home

Contact center jobs often offer flexibility and chances for remote work, allowing employees to have a better work-life balance and avoid long commuting hours.

Pro: Potential for bonuses and commissions

Sales contact center agents can earn substantial bonuses or commissions for upselling products or services.

Pro: The option to work part-time

Flexible hours and part-time work options are other significant pluses for many trying to supplement their income or go to school.

Con: Handling frequent changes

Contact center agents often work for several clients at a time and deal with frequent changes in products, policies, and procedures. This can require continually learning new things, but it can also keep the work fresh.

Con: Dealing with difficult situations and people

Working in a contact center often involves navigating diverse customer interactions and situations, some of which can be challenging and demanding. When facing this type of situation, it is critical to develop resiliency and maintain calm. However, hard work is worth it when you solve a problem and create a happy, delighted customer.

Con: It might become a routine

Some may find the job to be repetitive, especially after working in a contact center for quite a while. It may become a monotonous job for some, but it doesn’t need to be if you are open to learning new things and taking on new responsibilities.

Con: Working odd hours

Because most organizations have a global audience, being in different time zones may require working nights or weekends. This can be an advantage, depending on how you look at it. It might be a plus if you accommodate a regular day job or school activities.

Conclusion:

Just like any job, working in a contact center has pros and cons. Dealing with different people can be challenging at times but also quite rewarding. What is certain is that working as a contact center agent will prepare you for future challenges by teaching you impactful communication and other transferrable skills.

At FrontLogix, not only do we help our clients grow, but we also help our employees reach their full potential, both personally and professionally! Each FrontLogix team member is provided with the necessary tools and empowered to succeed. We offer comprehensive training, a competitive salary, flexible working hours in cozy offices, and opportunities for advancement. As a member of the FrontLogix team, you will gain valuable experience, and, most importantly, you will become part of an organization committed to delivering excellent customer service and fostering healthy relationships!

Join our team!