Call centers are often put under the same bracket as contact centers. However, the truth is somewhat deviated from reality and shouldn’t be used interchangeably. In reality, call centers are part of a bigger set, namely, contact centers.
Call center agents are trained to primarily handle inbound and outbound calls. Inbound calls are mostly about technical support, complaints, inquiries, delivery related issues, and general customization-based requests while outbound calls focus on cold calling or telemarketing, lead generation, scheduling sample demonstrations, customer retention, and fundraising for charitable institutions.
Call centers aim to provide reliable and timely customer service through a widely perceived channel – the phone.
Contact center agents are part of a bigger system that offers a wide range of services outside of just inbound and outbound calling. From indulging lengthy interactions to catering personalized support and requests, a contact center agent juggles multiple responsibilities across different channels. The channels include phone, email, social media, live chat, and more. Agents are assisted by advanced contact center software, an all-encompassing platform through which they can handle conversations requests pouring in from separate channels.
Contact centers aim to provide an omnichannel customer experience through strategically planned operations.