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Want more information about our company? Call 1-888-532-4794 or fill out our contact form.Did you know that we have a ton of different articles in this archive. Jump around & find some new things about the call center industry you may not know!.
You've Heard Contact Center & You've Heard Call Center. Are The The Same Things? Answer: No!
Is a contact center different than call center? By the traditional definition, yes. A call center is setup more like an answering service where the operators answer inbound telephone calls, answer basic questions, follow basic account instructions, and dispatch accordingly. A contact center as defined is more of an interactive response hub where customer needs are met through many different forms of inbound and outbound communication including email, instant message, fax, VoIP, and telephone. Customers choose the best method (or the one that works best for them) to reach your company, and that method of contact is monitored 24 hours a day by a skilled agent. Once you understand these definitions, you will be able to define your outsource provider as either one, the other, or maybe both!
Speaking of both, many providers out there today are both. The modern day call center can manage traditional models which involves basic applications, as well as complex applications such as monitoring your live chat or instant message module or being there 24 hours for a click to call application. Basically the best of both worlds!
The Perfect Hybrid Means The Best Service For Customers
Many of today's services can handle small to large volumes of calls. And it's not just about the calls. We are living in age of text messaging, email, Twitter, and Facebook. What does that mean? Well, it means however your clients contact you, be it via your Twitter feed or through email, your call center can respond as you would. How's that for a great outsourcing experience!
Two Separate Definitions Are Combined Into One Beautiful Service
Viewing these two definitions of an outsource provider is a very "old school" way of looking at things - and about looking at any modern day call center. Today's versions are highly efficient by encompassing all types of customer communications from simple message taking to complex accounts. Maybe you are an international company looking for a US presence but without a telephone line. For that you may need a text message, email, or instant messaging capability to stay in touch with your clients. Maybe you are a company selling its products to a mostly rural population and don't need all those "bells and whistles". If your provider is a hybrid of the two definitions, they can handle both, everything, and all things in-between!
So, it's not about labels but what your service can do. In an effort to stay competitive, many of todays call centers are contact centers and vice versa. Don't worry about 'who' you are outsourcing to by a label, be more concerned about what they can do!
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