Call Center – Contact Center: Which option is optimal for your Business?

As businesses look for optimal ways to deliver a better customer experience, deciding between Call Center and Contact Center can be difficult. So which call center or contact center is the optimal choice for businesses?

Basic concept

1. What is Call Center?

Call Center is probably no stranger to businesses. This is where customers interact with the Business through phone calls and their problems will be handled by call center staff. Currently, Call Centers are deployed mostly using the SIP platform to handle large call volumes.

If you want to learn more about Call Center, you can refer to the article: What is Call Center? Things to know about Call Center

2. What is Contact Center?

Contact Center is the central place to handle all customer interactions from channels such as switchboard, SMS, Email, OTT, Chatbot...

Today, with diverse customer interactions, businesses need a Contact Center solution with a single interface to handle all customer requests, especially ensuring consistency and seamlessness.

The basic difference between Call Center and Contact Center

From the concept above, it is easy to see that the difference between Call Center and Contact Center is the channels that customers can use to contact the Business.

 

In Call Centers, businesses limit customer interaction through phone use. In a Contact Center, digital channels like Chatbot, email, OTT, SMS and even voice interactions are available.

Besides, Call Center and Contact Center also have big differences in customer experience and scalability. If the Contact Center aims for a seamless customer interaction journey across all channels, the Call Center only serves voice interaction and is susceptible to fragmented information through other interaction channels.

You can learn more about the difference between Call Center and Contact Center in the article: 7 differences between Call Center and Contact Center

Call Center – Contact Center: Which option is optimal for your Business?

With the information above, most businesses will choose Contact Center as their customer interaction solution. However, Call Center still has factors that you need to consider when choosing a customer care solution for your business.

1. Clearly identify customers

The key factor in choosing a solution is the target customer. If your business mainly makes outbound calls to customers or belongs to industry groups such as legal consulting, financial consulting, passenger transportation... then Call Center is an option that fully meets your needs. .

However, if your business interacts with customers in every channel and needs effective management, monitoring, and reporting, Contact Center is the perfect solution.

2. Cost, budget

Contact Center will usually have a higher cost than Call Center, deciding to invest in the solution budget also needs to be considered before deciding to invest.

If customer interaction is mainly via voice and the customer support process is not clearly oriented, consider using a Call Center. Later, when the business is stable, it needs to support customers through many ways. Channels can be upgraded using Contact Center.

Conclude

 

Contact Center is a solution that businesses always want to aim for, especially Omnichannel Contact Center - a technology platform that helps businesses grasp the entire interactive journey and synchronize all customer information across all compatible channels. work.

However, deciding to invest in a large system that affects the direction and operating procedures of an enterprise requires investment in careful research on customer behavior and habits. Call Center is a solution that every business can apply from the beginning to be able to analyze the entire picture of customer interactions to make decisions about choosing the best solution for the business.

 

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