Communication Center vs Call Center: What is the Difference?

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Although the terms ‘contact center’ and ‘call center’ seem similar, Posting a Visitor has significant differences between the two.

A communication center is a center for customer communication and customer service across multiple channels, including phone, email, live chat, and social media. Customer-focused teams use contact center software as a single platform to capture conversations from all channels.

The call center, on the other hand, is a hub for customer conversations that only take place through a telephone channel. The call center system is used to manage all incoming and outgoing calls.

But the difference does not end here. Communication centers and call centers are used for different business purposes and bring different experiences to customers. In this article, we will look at the major differences between a call center and a call center.

Understand the difference between a call center and a call center

1. Communication channels

Contact Center: Phone, email, live chat, social media, and more
Call Center: Phone

As mentioned earlier, the basic differences between the call center and the call center are the channels that they use to engage with customers. Call centers, as the name implies, use only a telephone channel for communication. Since telephone conversations take place in real-time, the call takes over the agent’s bandwidth completely. Therefore, the only way to handle high-volume hours is by working high-volume hours. However, managing a large team can be very expensive.

On the other hand, communication centers use digital channels – such as email, social media, or live chat, over the phone – to interact with customers. Compared to using a telephone as a single line of communication, using different channels helps to bring faster solutions and a better customer experience. For example, by email, you can better distribute the load to the rest of the team. Also, agents can handle three or more interview conversations in a coherent manner which also reduces staff overload.

Over the years, customers have advanced significantly digitally. Customers spend an average of six hours a day online. To keep up with customer expectations, the brands have expanded their support to various channels. This gives customers the freedom to voice their concerns and seek help in any forum they choose. With contact center software, brands can easily interact with customers and deliver omnichannel sensations.

2. The whole channel line management

Communication Center: Line management across all channels
Call center: Not applicable

The call center requires a single solution to manage incoming conversations, as all conversations take place through the call center only. However, on social media, even though you provide support for many channels, you still need one tool to handle all conversations.

The communication center software uses full channel line management to control the conversations that go through all the channels. This allows all incoming requests to be viewed in one place, allowing administrators to easily distribute work across the group. Similarly, agents can use a single solution to control their activity across all channels.

3. Traditional vs. digital

Communication Center: Effective and efficient support
Call Center: Active Support

With the expected customer growth, business leaders have been refining their customer experience strategies to meet customer needs. Traditionally, clients who have experienced problems then contact support for assistance. Today, however, brands look to predict problems customers may encounter and offer solutions continuously before the crisis escalates. In this way, brands are able to deliver wow moments when customers are not expecting it.

Effective customer service is very important in today’s context as customers tend to stick to brands that always bring a good feeling. The fine you have to pay for bad customer service can be as severe as losing one in three customers after just one bad experience.

As communication centers operate in the digital environment, they have an edge when it comes to providing functional support. Agents can track frustration signals such as angry clicks or dead clicks on your website or product and reach the customer on an ongoing basis to provide assistance. Companies like Amazon, Netflix, and Slack are just a few products that have used an effective customer service approach. Since call centers use the telephone channel only to communicate, they may not be able to predict problems as easily as communication centers do.

4. Self-help management

Communication Center: Self-help site, chatbot support, and community forums
Call Center: IVR

For a very long time, customers could reach the company’s support team only through calls. Gradually, as communication channels improved, emails became popular – customers did not have to wait to find agents. They can simply submit details of their case to the support team. However, in both cases, the clients were at the mercy of the timely support team. Customers today prefer to get answers to questions themselves.

In social networks, you have the option to embed a chatbot on the self-help portal. So when customers read the topic of the solution and are unable to find the answer themselves, they can immediately raise the issue with the chatbot.

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