Contact Center & Call Center Differences

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Overview

Receive Customer Communications
Outgoing & Incoming Telephone Calls
Customer Interaction
Multi channel Marketing

Related Services

Did you know that a contact center and a call center are very much alike. Both manage customer communications. Contact center services are focused on multilevel response (email, chat, instant message, etc.) where call center services are focused on inbound and outbound communications..

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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. These separate definitions are intertwined with how Specialty Answering Service defines its service making us more of a contact call center then a contact center or a call center alone.

Specialty Answering Service is a mix of call center and contact center services. We are able to 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 Our Customers

We are not a virtual solution but a physical outfit where our operators (working on your behalf) answer your calls. Worried we can't handle your volume? Don't be. We 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, we 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 our company. We are highly efficient by encompassing all types of customer communications from simple message taking to complex accounts. With us there, is no difference. 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" - we have you covered too! We can handle both, everything, and all things in-between!

Stop Reading About Our Services & Contact Us Why Don't You!

If you are deciding between a call center or contact center, don't choose by choosing both. We can be as advanced or as simple as you need us to be and we offer some pretty comprehensive stuff meaning you will be able to grow with us. We offer a balance of outbound and inbound services through many different communication channels meaning no customer is left wanting information they cannot get. Ready for the solutions you need from the company you love? Call us at 1-888-532-4794 or fill out the form below!

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