17 February 2022
Contact Centres, Not Call Centres
Are contact centres and call centres the same thing? Explore the key differences and discover the ways a contact centre could transform your business with live chat software.
Contact centres and call centres - aren’t they the same thing? While ultimately, both provide customer service solutions for businesses, there are some major differences that set them apart.
Understanding the difference between contact and call centres can help you make decisions about the most appropriate service for your business. Each service has its benefits that you will want to explore to ensure you’re providing the most useful service to your customers.
Customers expect and respond to having multiple methods of getting in touch with businesses. The rise of contact centres over call centres is a development that is responding to customer needs, ensuring businesses stay at the forefront of technology. So what benefits could a contact centre bring your business and is it the superior service?
Explore the differences between contact and call centres and determine whether a contact centre approach should be the way forward for your business.
Contact centre vs. call centre - what’s the difference?
While contact centre and call centre sound like different terms for the same thing, there are some major differences between the two services.
- Deal with interactions over the phone.
- Businesses may have both inbound and outbound call centres that deal with different types of customer interactions.
- Call centre agents are trained to deal with customer queries in a professional and effective manner, providing customer service that helps people resolve their issues.
- Phone calls are a preferred choice for many people who want a quick resolution to their problem, as well as those without access to digital technology.
Call centres operate all over the world, and a lot of major companies provide a call centre service. There are limitations, however, including a limited number of possible interactions during the day. They typically have set manned hours, which can pose issues due to customers’ working hours, different time zones, etc.
- Provide multiple methods of contact for customers, which can also include phone interactions.
- Contact centre agents are trained to deal with information and provide appropriate solutions for customers using different types of contact methods.
- Agents need to demonstrate high standards of customer service and be able to respond to queries quickly and efficiently using live chat software.
- Contact centres can save time for both businesses and their customers, leading to faster solutions and greater levels of customer satisfaction.
Contact centres are increasing in popularity as businesses look to provide services of value to their customers. A growing number of websites use live chat software to deal with customer queries, providing a faster service compared to email or contact forms. If you have a presence on social media, it’s only a matter of time before people use social media as a place to ask questions or make complaints, making a contact centre vital for dealing with these visible and important queries.
The benefits of a contact centre approach
While call centres have long been established as a leading way to provide customer service, there’s no denying that contact centres have their benefits and advantages over a call centre.
One central hub for customer interactions
The key benefit of a contact centre is that it is a complete communication solution for businesses. All forms of communication from live chat software to social media contacts, come to one central hub, allowing agents to respond in an organised and effective method.
Contact centres can provide call centre functions in addition to live chat, making them a comprehensive solution for businesses looking to provide multiple communication routes.
Provide faster resolutions to customer queries
Customers want their queries resolved as quickly and painlessly as possible. Contact centres are able to handle large volumes of queries and can save your business time and money.
Contact centres are also able to gather valuable data that can improve customer service and help your business make continued improvements to its offering.
Give your customers the flexibility to choose their support
Customers expect to be met with different support options depending on their preferences. By providing a complete contact centre solution with live chat software, you can ensure customers have access to their preferred contact method. This can drive customer satisfaction and help provide them with an enhanced customer experience.
Contact centres can also provide automated answers and establish initial identification measures to save time and allow a business to operate customer service functions 24-hours a day, without the need for it to be manned at all times.
Develop your business’ contact centre with Click4Assistance
A contact centre is a natural evolution for the call centre, and businesses looking to improve their customer experience should look at the ways a contact centre will benefit them. Providing complete communications solutions is important for businesses and organisations, and establishing a contact centre helps you remain relevant in an increasingly tech-focused world.
Click4Asstistance is a leading contact centre solution that can transform your business and improve your customer relations. Our clients include UK Power Networks, Which? and the NHS. Will you be next? Arrange a demo or take advantage of our free trial to see how live chat software can work for you.