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7 Signs That You Are In A Contact Centre And Not A Call Centre

Are you confused between a call centre and a contact centre? Look for these signs that differentiate a call centre from a contact centre.

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7 Signs That You Are In A Contact Centre And Not A Call Centre

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  1. 7 Signs That you are in a Contact Centre and not a Call Centre

  2. The terms call centre and contact centre may sound similar but are, actually, two entirely different models of business communication

  3. A call centre provides customer support through inbound and outbound calling using phones only

  4. Whereas, a contact centre provides omnichannel support to their customers via phones, email, social media, SMS etc

  5. Let's understand how a contact centre differentiates from a call centre

  6. #1. Skilled agents Contact centre agents are very well trained to handle different communication channels. Agents are skilled at writing, multitasking, and managing different social media accounts

  7. #2. Customer satisfaction Customers prefer omnichannel experiences, and contact centres allow them to connect with agents via their preferred channel

  8. #3. Training Contact centres have a more complex training program than call centres. Agents learn writing skills, social media etiquette, and how to operate new software

  9. #4. Unique tools Contact centres offer unique tools that help agents to shift between channels seamlessly and analytics software to view operation’s performance

  10. #5. Workforce management practice Workforce management practices include forecasting the volume of calls and assigning skilled agents based on the workload

  11. #6. Agents desktop Agents require different tools to work on additional channels. They work on a desktop that is integrated with an unified box

  12. #7. Reporting and analytics software Contact centres use this software to get a holistic view of how their contact centres are performing and to make a better decision

  13. To conclude, a contact centre provides omnichannel support while a call centre assists customers via phones

  14. About Us Acefone delivers a cloud-based communication service that ensures the total security of your business data. We offer hosted phone system services that provide seamless communication, CRM systems and help desk software integrations that let you work from any corner of the world. Visit - www.acefone.com/uk/ Call us - 0800-084-3663 (UK) 1888-859-0450 (US)

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