When we talk about inbound and outbound customer communications, the terms “call centre” and “contact centre” are often used interchangeably. However, it’s important to understand that there are key distinctions between the two. Both are customer service operations that handle inbound and outbound business communications, but their management of customer interactions and supported channels differ.
Below we’ll explore the similarities and key differences of both, then provide a detailed checklist to help you choose the best option for your business.
Call Centres
A call centre focuses on handling voice-based interactions, with the primary communication channel being phone calls, with interactions usually limited to verbal conversations.
Traditionally, call centres were set up to handle larger volumes of incoming calls from customers seeking support, assistance, or information and typically employ customer service representatives specially trained to handle calls efficiently and effectively.
Call centres allow you to manage missed calls and report on staff performance and productivity through metrics that include:
Call centres are an ideal solution for SMBs looking to transition from a basic phone system setup with ring groups to more sophisticated functionality and improved customer experiences. Call centre solutions can provide measurable improvements to staff productivity and in turn a boost to the company bottom line.
Call Centre Features and Advantages
Limitations
Contact Centres
A contact centre is an evolved and more comprehensive version of the traditional call centre, equipped to handle a wider range of customer interactions. In addition to voice calls, contact centres support various digital communication channels like email, live chat, social media, SMS, and even video calls. This expansion enables customers to choose their preferred mode of communication.
Contact Centre Features and Advantages
Limitations
Call Centre or Contact Centre
Which Should You Choose?
Choosing between a call centre and a contact centre is a decision that needs to consider your current business needs, future goals, and present budget.
Let’s explore the reasons why your business should choose one vs the other.
Choose a call centre if:
1. You have Budget Constraints
If you’re operating on a tight budget and primarily need a solution for handling a high volume of inbound and outbound calls, a call centre might be the more cost-effective option. Call centres are generally simpler to set up and maintain, which can be appealing to smaller businesses with limited resources.
2. A Single Communication Channel is all That’s Required
If much of your customer base prefers traditional voice interactions and the business doesn’t anticipate a significant demand for other communication channels, a call centre can effectively cater to this.
3. You Have Defined and Streamlined Processes
Call centres often employ scripted responses and follow well-defined processes, making them suitable for businesses requiring standardised handling of customer queries. This can be advantageous for companies dealing with straightforward and repetitive customer issues.
Choose a Contact Centre if:
1. You Need Multichannel Customer Support
Customers now expect a variety of communication options. If your business wants to provide a seamless and versatile customer service experience through phone calls, emails, live chat, social media, and more, a contact centre is a superior choice. This flexibility enables customers to engage on their preferred channel, enhancing satisfaction and loyalty.
2. You Have a Customer Experience (CX) Focus
If your business places a high value on customer experience and aims to build strong, long-term relationships with its clientele, a contact centre should be considered. The ability to access integrated customer data allows agents to personalise interactions, resolving issues more effectively and making customers feel valued.
3. Your Business Has a Proactive Approach
Contact centres offer greater scalability as your business expands and customer service requirements grow. With multichannel support and advanced technologies, a contact centre adapts to changing needs and accommodates ever-increasing customer demands.
4. You Require Scalability
Do you seek to proactively address customer concerns, and resolve issues before they escalate? Then a contact centre is well suited to your business. Contact centres can utilise data analytics and customer insights allowing you to reach out to customers with greater insight, enhancing their experience and reducing the likelihood of future customer services concerns.
