March 12, 2024
Customer Experience

Contact Center vs Call Center

Tanisha Verma
5 Minutes

What is a Contact Center?

A contact center is a centralized hub that handles customer interactions across multiple channels. In addition to managing phone calls, contact centers also handle emails, chats, social media interactions, and other forms of communication. Contact centers are focused on providing an omnichannel customer experience, where customers can seamlessly interact with the business through their preferred channels.

What is a Call Center?

A call center, on the other hand, handles incoming and outgoing phone calls. Call centers are typically focused on providing customer support and resolving issues over the phone. Call centers may also handle outbound calls for tasks such as telemarketing and surveys.

Contact Center vs Call Center

The primary difference between contact centers and call centers is the scope of services they offer. Contact centers offer a wider range of channels to communicate with customers, while call centers are typically limited to phone interactions. Let us check out all the differences between contact centers and call centers.

Feature Contact Center Call Center
Scope Handles customer interactions through multiple channels Primarily handles voice calls
Channels Voice calls, email, messaging, social media, chatbots Mainly focuses on voice calls
Technology AI-powered chatbots, virtual assistants, machine learning algorithms Basic automation tools like IVR systems
Flexibility Provides customers with the flexibility to switch channels Limited in terms of channel options
Automation Utilizes advanced technology to automate and streamline interactions Basic automation, mainly for call routing and Interactive Voice Response (IVR)
Customer Experience Offers personalized, contextual, and consistent support May struggle to provide comprehensive and personalized support
Cost Higher cost due to advanced technology and multiple channels Generally more cost-effective due to the focus on voice calls
Decision Criteria Broader range of channels, higher automation, personalized support Primarily voice-based interactions and straightforward query process


Similarities between Contact Centers and Call Centers

Companies with strong omnichannel customer engagement retain 89% of their customers.

Despite the differences, there are also several similarities between contact centers and call centers.

  1. Customer Service FocusBoth call centers and contact centers share a relentless dedication to providing exceptional customer service. From resolving issues and answering inquiries to addressing customer needs, these centers put customers first, ensuring their satisfaction and building long-term relationships.
  2. Agent WorkforceIn call centers and contact centers alike, highly trained agents play a vital role in delivering outstanding customer experiences. Equipped with strong communication skills and product knowledge, these agents interact with customers to provide timely and accurate solutions, fostering positive interactions and leaving a lasting impression.
  3. Technology UtilizationBoth types of centers harness technology to enhance customer interactions and streamline operations. Innovative call center and contact center solutions leverage AI-powered tools, such as automatic call distribution (ACD) systems and intelligent routing algorithms. These technologies ensure seamless call transfers, prioritize urgent cases, and enable efficient handling of high call volumes.

Contact Center vs Call Center: What Fits You Best?

Now that we've explored the differences and similarities between contact centers and call centers, let's consider which one may be best for your business needs. If your business is focused on providing exceptional customer experience across multiple channels, a contact center may be the best choice. Contact centers provide customers with a seamless omnichannel experience, allowing them to interact with your business through their preferred methods.

If your business is focused on resolving customer issues and providing support primarily through phone interactions, a call center may suffice. Call centers are highly effective in addressing customer issues over the phone, but may fall short in other channels.

Do you wish to offer an omnichannel customer experience that can also increase your company’s ROI, boost NPS and improve your first call resolution rate? Leverage Data first Autonomous Contact Centers that are powered by AI Agents, allowing you to manage your routine queries automatically so your agents can focus on improving customer experience.

Ready to unlock the power of AI? Schedule a consultation call with us today!

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