Resources For You

  1. 5 Essential Marketing Strategies for VoIP Businesses

    5 Essential Marketing Strategies for VoIP Businesses

  2. 5 Technologies Set to Revolutionise Webphones

    5 Technologies Set to Revolutionise Webphones

  3. 5 Unique Types of VoIP Gateways Explained!

    5 Unique Types of VoIP Gateways Explained!

  4. 5 Ways a Cloud PBX System Benefits Remote Work

    5 Ways a Cloud PBX System Benefits Remote Work

  5. 5 Ways SBCs Facilitate Unified Communications as a Service

    5 Ways SBCs Facilitate Unified Communications as a Service

  6. 5 Ways to Optimise ASR To Grow Profitability

    5 Ways to Optimise ASR To Grow Profitability

  7. 7 Additional Important Components of a VoIP Carrier Network Explained

    7 Additional Important Components of a VoIP Carrier Network Explained

  8. 7 Important Factors to Consider When Implementing LCR

    7 Important Factors to Consider When Implementing LCR

  9. 7 Ways to Optimize AHT

    7 Ways to Optimize AHT

  10. 9 Key Functions of an SBC Explained

    9 Key Functions of an SBC Explained

  11. 10 Factors to Consider While Choosing a Webphone

    10 Factors to Consider While Choosing a Webphone

  12. 10 Important Components of a VoIP Carrier Network Explained

    10 Important Components of a VoIP Carrier Network Explained

  13. 10-Point Security Checklist for VoIP Carriers

    10-Point Security Checklist for VoIP Carriers

  14. 10 Tips For Effective Implementation of LCR

    10 Tips For Effective Implementation of LCR

  15. 10 Webphone Features that Benefit Your Business

    10 Webphone Features that Benefit Your Business

  16. An Out of the Box Telecoms Network

    An Out of the Box Telecoms Network

  17. Are Call Centers Still Relevant in 2023?

    Are Call Centers Still Relevant in 2023?

  18. Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

    Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

  19. Call Center vs Contact Center - Understanding the Differences

    Call Center vs Contact Center - Understanding the Differences

  20. Choosing SIP over TCP,TLS and UDP in 2022

    Choosing SIP over TCP,TLS and UDP in 2022

  21. Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

    Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

  22. Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

    Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

  23. Comprehensive Cloud Softswitch Documentation

    Comprehensive Cloud Softswitch Documentation

  24. ConnexCS expands AnyEdge SIP Load Balancer to India

    ConnexCS expands AnyEdge SIP Load Balancer to India

  25. ConnexCS for Africa

    ConnexCS for Africa

  26. ConnexCS WebPhone SDK Connector

    ConnexCS WebPhone SDK Connector

  27. Discover the Different Types of NAT: An Essential Guide for Network Administrators

    Discover the Different Types of NAT: An Essential Guide for Network Administrators

  28. Discussing the Future and Top 9 Benefits of WebRTC

    Discussing the Future and Top 9 Benefits of WebRTC

  29. DNO And DNC Lists - Everything Carriers Should Know

    DNO And DNC Lists - Everything Carriers Should Know

  30. Email and SMS Alerts

    Email and SMS Alerts

  31. Employers' Guide to Winning at Remote Work

    Employers' Guide to Winning at Remote Work

  32. Exploring the Top 10 Types of Web Phones in 2023!

    Exploring the Top 10 Types of Web Phones in 2023!

  33. False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

    False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

  34. Far-End NAT Traversal - An In-Depth Guide

    Far-End NAT Traversal - An In-Depth Guide

  35. Feature Releases for June 2024

    Feature Releases for June 2024

  36. From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

    From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

  37. Get Your FCC Registration Number in 5 Easy Steps!

    Get Your FCC Registration Number in 5 Easy Steps!

  38. How to Build Your API on ConnexCS

    How to Build Your API on ConnexCS

  39. How to Build Your Own Dialer (BYOD) – Part 1

    How to Build Your Own Dialer (BYOD) – Part 1

  40. How to Establish a VoIP Interconnect in 10 Easy Steps

    How to Establish a VoIP Interconnect in 10 Easy Steps

  41. How to Get Operating Company Number (OCN) in 4 Easy Steps

    How to Get Operating Company Number (OCN) in 4 Easy Steps

  42. How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

    How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

  43. How to Improve CX? Ensure your Call Center Agents are Happy!

    How to Improve CX? Ensure your Call Center Agents are Happy!

  44. How to Prepare for a VoIP Network Security Audit

    How to Prepare for a VoIP Network Security Audit

  45. How to Properly Prepare for Setting up a VoIP Interconnect

    How to Properly Prepare for Setting up a VoIP Interconnect

  46. How to Register for the Robocall Mitigation Database: A step-by-step guide!

    How to Register for the Robocall Mitigation Database: A step-by-step guide!

  47. How to Successfully Implement LCR is 5 Easy Steps

    How to Successfully Implement LCR is 5 Easy Steps

  48. How Using Web Phones Can Benefit These 10 Industries?

    How Using Web Phones Can Benefit These 10 Industries?

  49. Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

    Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

  50. Introducing ConnexCS WebPhone

    Introducing ConnexCS WebPhone

  51. Introducing ConneXML - The Best TwiML Alternative

    Introducing ConneXML - The Best TwiML Alternative

  52. Introducing Smart CLI Select - An Effective Way to Improve your ASR

    Introducing Smart CLI Select - An Effective Way to Improve your ASR

  53. LTE vs VoLTE: Diving Into The Differences

    LTE vs VoLTE: Diving Into The Differences

  54. Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

    Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

  55. Populating Our Support Area With Cloud Softswitch Video Guides

    Populating Our Support Area With Cloud Softswitch Video Guides

  56. Predictive Dialler vs Progressive Dialler - Understanding the Differences

    Predictive Dialler vs Progressive Dialler - Understanding the Differences

  57. Preview Dialler vs Power Dialler - Understanding Top 5 Differences

    Preview Dialler vs Power Dialler - Understanding Top 5 Differences

  58. Rate Card Profit Assurance

    Rate Card Profit Assurance

  59. Redundant Redundancies (Backups of backups)

    Redundant Redundancies (Backups of backups)

  60. Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

    Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

  61. Scalability – Grow at Speeds That Suit You

    Scalability – Grow at Speeds That Suit You

  62. ScriptForge – Javascript Routing

    ScriptForge – Javascript Routing

  63. Simplifiying our Softswitch Pricing

    Simplifiying our Softswitch Pricing

  64. SIP 101 - The Best Guide of 2022

    SIP 101 - The Best Guide of 2022

  65. The 3CX Supply Chain Attack - Understanding Everything That Happened

    The 3CX Supply Chain Attack - Understanding Everything That Happened

  66. The 5 Best Strategies for Mitigating Robocall Scams

    The 5 Best Strategies for Mitigating Robocall Scams

  67. The Anatomy of Robocall Scams

    The Anatomy of Robocall Scams

  68. The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

    The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

  69. The Best Multi-POP Cloudswitch

    The Best Multi-POP Cloudswitch

  70. The Essential Guide to Business Continuity Plans for VoIP Carriers

    The Essential Guide to Business Continuity Plans for VoIP Carriers

  71. The Essential Guide to Implementing STIR/SHAKEN

    The Essential Guide to Implementing STIR/SHAKEN

  72. The Ultimate Guide to STIR/SHAKEN

    The Ultimate Guide to STIR/SHAKEN

  73. Timeout Protections (SIP Ping, SST)

    Timeout Protections (SIP Ping, SST)

  74. TLS and 2FA Security on the ConnexCS Platform

    TLS and 2FA Security on the ConnexCS Platform

  75. Top 5 Alternative Marketing Strategies for VoIP Businesses

    Top 5 Alternative Marketing Strategies for VoIP Businesses

  76. Top 5 Call Center Challenges and How To Overcome Them

    Top 5 Call Center Challenges and How To Overcome Them

  77. Top 5 Important Types of VoIP Gateways Explained

    Top 5 Important Types of VoIP Gateways Explained

  78. Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

    Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

  79. Top 9 Indicators that Help You Identify a Bad Carrier

    Top 9 Indicators that Help You Identify a Bad Carrier

  80. Top 10 Points of Differences Between a Traditional and VoIP Carrier

    Top 10 Points of Differences Between a Traditional and VoIP Carrier

  81. Top 10 Types of Robocall Scams Explained!

    Top 10 Types of Robocall Scams Explained!

  82. Top 10 VoIP Vulnerabilities You Must Know About

    Top 10 VoIP Vulnerabilities You Must Know About

  83. Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

    Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

  84. Understanding Network Address Translation (NAT) - A Beginner's Guide

    Understanding Network Address Translation (NAT) - A Beginner's Guide

  85. Understanding the 9 Key Objectives of a VoIP Network Security Audit

    Understanding the 9 Key Objectives of a VoIP Network Security Audit

  86. Understanding the Complete Scope of a VoIP Network Security Audit

    Understanding the Complete Scope of a VoIP Network Security Audit

  87. Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

    Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

  88. Understanding VoIP Anycast Load Balancing

    Understanding VoIP Anycast Load Balancing

  89. Understanding What a PBX System is and How it Benefits Your Business

    Understanding What a PBX System is and How it Benefits Your Business

  90. VoIP Carrier Network Components - Understanding Session Border Controllers

    VoIP Carrier Network Components - Understanding Session Border Controllers

  91. VoIP Carrier Network Security - How to Conduct Security Audit?

    VoIP Carrier Network Security - How to Conduct Security Audit?

  92. VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

    VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

  93. VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

    VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

  94. VoLTE - An Evolution in Voice Communication

    VoLTE - An Evolution in Voice Communication

  95. WebPones Explained: Understanding Web-Based Telephonic Communication

    WebPones Explained: Understanding Web-Based Telephonic Communication

  96. WebRTC 101 - The Best Guide for Beginners

    WebRTC 101 - The Best Guide for Beginners

  97. What Are SIP Traces - A Beginners Guide

    What Are SIP Traces - A Beginners Guide

  98. What Are The Top 10 Essential Call Center KPIs?

    What Are The Top 10 Essential Call Center KPIs?

  99. What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

    What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

  100. What is a Contact Center and Why Does Your Business Need One?

    What is a Contact Center and Why Does Your Business Need One?

  101. What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

    What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

Call Center vs Contact Center - Understanding the Differences

The usual scenario in business is that new technology comes and changes the way things work. The situation at present is different, especially when it comes to customer support and success operations.

The main thing driving the change in customer service and success isn't technology but a generational change. It's the Millennials and GenZ who now form the bulk of the consumers in the market.

These two generations grew up with different sets of technologies. They’re more tech savvy and prefer to make full use of technology.

The result? Calls aren't the only way they communicate. There’s instant messaging, social media platforms, video calls and much more.

This is where Contact Centers came in. A lot of people still consider a Call Center and a Contact Center to be synonymous.

In this article, we will learn the differences between them and how they serve different purposes.

What is a Call Center?

Call Center

A call center is a department within a business or an outsourced entity that handles inbound and outbound communications with customers via voice calls.

Primarily, a call center agent handles the inquiries and difficulties a customer might face. They also provide technical assistance to customers to help them get the most out of their products.

Additionally, they also carry out other ancillary business functions such as telemarketing, gathering feedback, debt collection, billing, grievances and other customer-facing functions.

What is a Contact Center?

Contact Center

A contact center is a department within a business that handles all inbound and outbound interactions with customers across all channels of communication.

The younger generations grew up with evolving technology. They make use of different channels of communication as per their preferences and convenience. This led to the rise of the Omnichannel experience for customers.

The need to provide a uniform customer experience across different channels and media led to the rise of Contact Centers. They perform all the functions a call center performs and more.

With that, you know what a Call Center and a Contact Center are. Let’s dive into their differences for an even better understanding.

Top 8 Differences Between Call Center and Contact Center

While technically the two perform the same function of assisting the customers, how they do so is completely different.

Let us understand these differences in depth!

1. Channels of Communication

Channels of Communication

It's all in the name when it comes to a Call Center. They make use of a single communication channel, i.e. voice calls.

A Contact Center on the other hand makes use of multiple channels of communication. Email, instant messages, social media platforms, website live chat, etc. are the channels of communication used by contact centers in addition to voice calls.

With a call center, you’re only able to service customer queries via voice calls. This worked well earlier but may not be the ideal approach for the younger generations.

A contact center allows businesses to service customer queries in the way and form they’re comfortable with. This results in a far superior customer experience.

2. The Utility

The Utility

A call center is a more traditional approach to handling customer support and allied activities. A contact center, on the other hand, handles everything and more but with a different approach.

A call center primarily handled customer support and queries. In terms of additional capabilities, call centers are widely used for other activities such as sales, telemarketing, technical support, etc.

A contact center handles the same function however its focus is more on handling and managing customer relations. The younger generations demand a better experience from brands no matter how they approach them.

Thus, a call center is an ideal option for you if your user base prefers the traditional means of communication.

In case your user base is younger and demands an omnichannel customer experience, a contact center will be your best option.

3. Workforce Requirements

Workforce Requirement

In terms of workforce requirements, a call center is workforce intensive. The reason behind this is how they handle customers. A voice call takes up a call center agent’s entire bandwidth as it is real-time interaction.

As a result, a single call center agent can only handle a single customer at a time. This means a call center will be required to hire agents based on the peak hour requirement. This means most agents will have considerable downtimes adding to costs.

As they’re not restricted to a single channel of communication, contact center agents can service multiple customers in parallel. This makes a contact center less workforce intensive in comparison to a call center.

Better management of customer queries will allow a contact center to scale operations while having the same workforce.

A call center on the other hand will require one to hire additional staff to scale operations.

4. Core Philosophy

In terms of what philosophy the two follow, a call center can be best described as following a reactive philosophy. A contact center on the other hand follows both a proactive and reactive philosophy to maintain customer relations.

By employing a call center, you’re waiting for the customer to run into some trouble first before they contact you. Traditionally, this approach has been effective. However, younger customers expect a lot from brands and businesses now.

A contact center follows both mentioned philosophies. Instead of waiting for a customer to run into trouble, a contact center ensures the customer is assisted throughout their customer journey. While this can be passive at times but it is certainly effective.

Covering both ends makes a Contact Center a more capable solution for handling customer relations and queries.

5. The Problem Solving Approach

Problem Solving Approach

The way each of them solve a customer’s problem or answer their queries differs drastically.

A call center has an agent to assist each and every customer that calls seeking help. Most of the time the queries are trivial but take up a lot of time.

Moreover, whether the problem is completely solved or not depends on the agent’s product know-how and communication skills.

A contact center on the other hand takes a different approach. The younger generations are self-sufficient and do not require much assistance to troubleshoot small issues.

To facilitate this, contact centers provide a self-help guide and product documentation. In case a customer is still unable to troubleshoot, he can approach a contact center agent for further assistance through call, chat, email, etc.

6. Level of Customer Journey Insights

Customer Insights

This point is where the distinction between an older approach compared to a new one is clearly emphasized. Data is an important resource for any modern business as it enables accurate decision-making.

While most call centers are connected to the firm’s CRM, they do not have a lot of useful or actionable data regarding each customer.

So while the agents might know basic details about their customers, they may not know what issues you have faced in the past pertaining to the products.

In contrast, a contact center has access to a lot of customer journey insights. Details such as past interactions, previously faced issues, troubleshooting history, etc. are all available with a contact center agent.

As a result, a contact center can better assist a customer through these insights. This again results in an enhanced customer experience.

Level of Automation on Offer

Level of Automation

Businesses all over are leveraging automation to streamline and better manage business functions. The result? Better effectiveness, efficiency and resource management.

Automation is present in the functions of a call center and a contact center. A call center enjoys automation only up to a certain extent. Functions such as call queuing, IVR, call routing, auto redial, etc. are available to a call center.

In comparison, the operations of a contact center can be automated to a large degree. The only work to be done manually is the direct interactions with the customer handled by the agents.

Ticket generation, task assignment, updates, time-based triggers, auto-escalation, etc. can all be automated in a contact center.

Operational Costs and Scalability

Operation Costs

Again, the generational divide between two customer-facing functions is made prominent in this point of comparison.

The central component of a call center is the agent. You need agents to handle all the inbound and outbound calls. So when it comes to scalability, you have to face some strong restrictions as it takes time and money to acquire new agents.

Making use of different channels for communication allows contact center agents to service multiple customers in parallel. Thus, scaling contact center operations is relatively easy and cost-effective.

In terms of operational costs, a call center needs to maintain its peak capacity at all times thus, it increases the cost of operations. A contact center can operate on a relatively small workforce and thus, its operational costs are far lower.

And that was our last top point of distinction between a call center and a contact center!

Concluding With

The advantages of going with a contact center are quite obvious. However, call centers aren’t going away anytime soon. A large portion of customers still prefer interacting via calls and this keeps the call centers relevant in the short run.

The choice between the two comes down to what your customer base looks like. If it consists of a majority of younger generations, a contact center would do you good.

In case your customers prefer calling in more and belong to the older generations, a call center would be the perfect fit for you.

I am sure that in the coming days, new technologies will improve call center operations drastically. We will again have the same discussion sometime in the future.