Differences Between a Call Center and a Contact Center
In a digital world – customer interactions have evolved far beyond just phone calls to include review sites, social media, and more. All of the above play a crucial role in customer service and there’s a key distinction between traditional call centers and modern contact centers. This guide explores the core features and functions of each, highlighting the key differences between a call center and a contact center. Businesses that understand these differences can choose the right solution for their specific customer service needs and create a seamless omnichannel experience for their customers. Find out how the boostCX Contact Center and Engagement Services solutions can help you reach your customers.
Call Center vs. Contact Center
You may think that call center and contact center are interchangeable terms – they are not. The key difference between call centers and contact centers – like the 24/7 Engagement Services used by boostCX – is the channel or medium used by each. In many ways, a contact center is a modern version of the call center that allows businesses to engage customers via phone, text, email, live chat applications, and social media.
| Call Center | VS | Contact Center |
|---|---|---|
| Voice Calls | Medium | Voice Calls, Email, Live Chat, Text, Video, and More |
| Call Reports | Analytics | Multichannel Engagement and Analytics |
| Managing Call Flows and Metrics | Focus | Customer Engagement |
| Difficult to Increase Capacity | Scalability | Easy to Expand |
| Reactive | Customer Approach | Proactive AND Reactive |
What Are the Benefits of a Multichannel Contact Center?
In the modern and digital age, customers want the freedom to connect with businesses on their preferred channel – when and where they want to. This is where the boostCX Engagement Services and Contact Center come in. boostCX goes beyond the limitations of a traditional call center, offering a multichannel solution and omnichannel engagement that empowers you to provide an exceptional customer experience across all touchpoints. This includes email, live chat, social media messaging, and even SMS text messaging. Here is a list of benefits provided by a contact center.
- Higher NPS – A contact center allows your team to engage with customers on a variety of platforms that has the ability to help raise your Net Promoter Score (NPS).
- Shorter Wait Times – With a variety of channels available to engage with customers, the customers have more opportunities to get the information they need and spend less time waiting to get that information.
- Cost Effective – A team of multi-skilled contact center agents allow you to maintain a smaller team with a variety of skills that means you can be that much more cost effective.
- Improve Brand Consistency – Are you looking for ways to create a consistent brand image? A contact center provides the customer engagement you need to improve customer retention and satisfaction.
- Higher Resolution Rate – Increased access to contact center agents means a higher first-call resolution rate when compared to call centers with just one avenue of contact.
- Omnichannel Reporting and Analytics – Customer data is the key to customer satisfaction and retention and with omnichannel engagement, you can collect more customer data and deliver a first-class customer experience.
By employing a multichannel contact center, businesses can ensure they’re meeting customers where they are, building stronger relationships, encouraging brand loyalty, and driving business growth.
READ MORE: How Important is Social Media to the Customer Experience?
In the modern market, understanding the differences between call centers and contact centers is important to your success. While call centers rely on phone interactions, modern contact centers offer a wider range of communication channels. This empowers businesses to cater to customer preferences and create a seamless omnichannel experience.
The boostCX Contact Center transcends the limitations of traditional call centers. A multichannel solution allows you to engage with customers on their preferred platform, be it email, live chat, social media, or SMS and boost your customer satisfaction, streamline operations, and gain valuable customer insights – all with boostCX. Contact boostCX today and discover how our comprehensive contact center solutions can empower you to deliver exceptional customer service.