7 Differences Between Call Center and Contact Center

In the world of customer service, the terms call center and contact center are often used interchangeably. However, despite having similar functions, they actually have fundamental differences. While a call center focuses on communication via telephone, a contact center offers a wider range of services through various communication channels.

For businesses aiming to enhance customer service, understanding the differences between call center and contact center is essential for determining the right strategy. This article will comprehensively discuss the differences between them so you can choose the best solution that fits your business needs.

Differences Between Call Center and Contact Center

Although both aim to provide customer service, call centers and contact centers differ in various aspects, from communication channels to the technology used. Here are the main differences you need to know:

1. Communication Channels

A call center relies solely on the telephone as the main communication channel. Customers can contact this service to get assistance related to products or services through inbound or outbound calls.

On the other hand, a contact center utilizes various communication channels such as email, live chat, social media, and messaging apps. This allows customers to choose the most convenient communication method for them.

2. Types of Services

Call centers generally focus on voice-based services, including customer service, technical support, and telemarketing.

Meanwhile, contact centers offer a broader range of services, such as email support, website live chat, and social media interactions. Contact centers are more suitable for businesses looking to enhance the overall customer experience.

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3. Interaction Capacity

Call centers have limited interaction capacity because they only communicate via phone. A call center agent can only handle one customer at a time.

Conversely, contact centers enable agents to manage multiple interactions simultaneously, especially through live chat and email. This improves efficiency and allows more customers to be served at the same time.

4. Flexibility and Adaptability

Call centers typically have a rigid and traditional structure, with standardized procedures to handle customer calls.

Meanwhile, contact centers are more flexible because they can adjust services based on customer preferences. With various available communication channels, your business can easily adapt to evolving customer service trends.

5. Technology and Integration

Call centers generally use PBX or VoIP-based telephone systems to manage inbound and outbound calls.

In contrast, contact centers are supported by more advanced technologies, such as Customer Relationship Management (CRM) systems, AI-powered chatbots, and omnichannel support that enable cross-platform integration. These technologies allow contact centers to deliver more personalized and efficient services.

6. Operational Costs

Call centers tend to be more cost-effective compared to contact centers because they only use one communication channel (telephone). The costs involved mainly include telephone infrastructure and staffing.

On the other hand, contact centers require higher investments as they need to integrate multiple technologies and communication channels. However, in the long run, contact centers can provide more effective services and increase customer loyalty.

7. Customer Experience

Call centers may sometimes make customers feel less flexible when seeking support due to the limited communication options. If call queues are too long, customers may feel frustrated.

In contrast, contact centers offer a better customer experience by providing various communication options that make it easier for customers to reach out according to their preferences. This contributes to increased customer satisfaction and loyalty toward your business. 

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Call Center vs. Contact Center: Which Is Better?

After understanding the differences between call center and contact center, the next question is: Which one is better for your business?

The answer depends on your business needs and customer preferences. If your business only requires voice-based customer support with lower operational costs, a call center might be sufficient. However, if you aim to enhance the customer experience with more comprehensive services and advanced technology, a contact center is the better choice.

Many businesses are now transitioning to contact centers due to their ability to efficiently manage customer interactions. With various available communication channels, contact centers help your business provide faster, more responsive, and more personalized services.

Both call centers and contact centers have their own advantages. Call centers are simpler and more cost-effective, while contact centers offer greater flexibility and a better customer experience. The best choice depends on your business needs and customer expectations for optimal service.

If you want to enhance customer service with the right solution, partnering with a professional workforce provider can be a strategic step.

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SOS: Reliable Workforce Solutions for Call Centers and Contact Centers

Running an effective call center and contact center requires a reliable and experienced workforce. SOS is here as your Professional Workforce Provider, helping businesses boost productivity with skilled professionals in customer service.

We provide trained and industry-standard personnel for both call centers and contact centers, ensuring that your customer service runs optimally. With an output-based system, you only pay according to the performance delivered, keeping cost efficiency in check.

Don’t hesitate to contact SOS to get the best workforce solutions for your business!