The terms “call center” and “contact center” are often used interchangeably, but there are some differences between the two.
A call center is a centralized facility that handles incoming and outgoing phone calls for a business. Call centers are typically focused on handling high volumes of phone calls and providing customer service or support over the phone. Call centers may also handle other forms of communication, such as email or chat, but their primary focus is on phone calls.
A contact center, on the other hand, is a more comprehensive customer service operation that can handle a wide range of customer inquiries and interactions across multiple channels. In addition to phone calls, a contact center may handle email, chat, social media, SMS, and other forms of communication. Contact centers often have a more sophisticated technology infrastructure that allows for advanced routing and tracking of customer interactions across multiple channels. They may also provide additional services such as sales and marketing, technical support, and customer retention.
In summary, while call centers focus mainly on handling phone calls, contact centers offer a more comprehensive customer service experience that can handle a wide range of customer inquiries and interactions across multiple channels.
