What are the main differences between a call centre and a contact centre ?

In order to make the customer service of a commercial agency more efficient, it is recommended to install communication channels. Most entrepreneurs are aware of this, but it is important to know the difference between these two systems. The sales organisation needs this to be able to shape its customer experience programme. So what are the main differences between the call centre and the contact centre? Find out in this development, the concrete answers to this question.

What you need to know about the call centre

This communication network is a recommended site, capable of bringing together many agents for the same service. Their job is to take a maximum number of telephone calls. The types of calls handled are inbound, outbound and mixed. In the general framework, the agents all work face-to-face on the same software.

The hardware is connected to the telecommunication system designed specifically for the call distribution service. It is this infrastructure that allows the agents to receive and send a large volume of calls. Basically, they all communicate with the same type of tool: a telephone. The advantage of using call centres is that they offer low call costs. Also, there is a quick resolution of calls and also a very high and beneficial call yield.

What about the contact centre?

Based on the same principle as call centres, the contact centre handles both outbound and inbound communication categories. The whole system is managed by the digital service that is in place. The advantages of the contact centre are complementary to those of the call centre. However, it has more advanced and versatile technology. For example, it offers VoIP options, SMS, online or video chat, social network communications and even email.

Contact centres are designed to enable commercial enterprises to have proactive and predictive customer services. In fact, the modernisation of digital tools and analysis methods have made this service powerful. As a result, the infrastructure put in place can observe and define customer need in order to better personalise responses. It is therefore a sophisticated communication channel that allows consumers to freely choose their means of communication. All this is done in a proactive way with customer loyalty and reduced rates.

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