The Difference Between a Call Center and a Contact Center


This article originally appeared on the Superior Contact blog.

Have you ever wondered about the difference between a “call center” and “contact center”? If you have, we’re willing to bet you assumed they’re nothing but synonyms; two different ways to say the same thing. As it turns out, though, the functions of these entities make them quite different from one another. Let’s dig into some of these distinctions.

Approach to Communication

Methods of communication vary widely between call centers and contact centers. While call centers typically focus on in-bound and out-bound phone calls, a contact center connects through additional channels including instant messaging, email and live chat. In other words, contact centers can communicate in a larger variety of ways to meet the customer’s needs, making them more suitable for today’s style of communication.

In a similar vein, your traditional call center is housed in a large office space that pairs basic telecommunication infrastructure with on-premise hardware to send and receive a high volume of calls. Simply put, a call center uses technology that can only be accessed from within the building. A contact center, on the other hand, operates through the cloud and employs secure communication applications to engage with their customers.

Technological Difference

The second key difference is the technology used to engage with their customers. Typically, contact centers are equipped with features designed to optimize call time, distribute calls efficiently and maintain a high customer satisfaction rating.

By leveraging technology like omnichannel channel communication and Interactive Voice Response, contact centers can meet customers where they want to be engaged with the most competent agent. Unlike a call center, a contact center handles inbound and outbound calls using cloud services and Voice over Internet Protocol.

With 20 years of experience in the world of customer service, Superior Contact is not only a premier contact center but the Superior option! Contact us today if you’re interested in learning more about contact center solutions.

Superior Contact: Your Source for Contact Center Outsourcing

Contact center outsourcing offers numerous benefits for organizations seeking to enhance efficiency and focus on their core competencies.

By partnering with a reliable outsourcing provider, companies can streamline their customer support processes, enhance operational efficiency, and ultimately gain a competitive edge in the market. As businesses continue to navigate the challenges of the modern landscape, contact center outsourcing emerges as a powerful tool for unlocking success and achieving sustainable growth.

TelNet brand Superior Contact specializes in contact center outsourcing.

“Superior Contact has over 25 years of experience providing contact center solutions to multiple industries,” says Superior Contact president Jackie Berry. “If you partner with us and our agile team of contact center and industry experts, we will facilitate the very best customer experiences to help you grow your business.”

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Get On Board

If you’re ready to unlock the potential of business process outsourcing and enhance your organization’s efficiency, contact a Superior Contact contact center expert today.

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