Contact Centre and Call Centre. A lot of people often use these terms interchangeably. However, that shouldn’t be the case. A call centre and a contact centre are two very distinct models in the business landscape.

In this blog, we will introduce and explain the general definition of the two terms. Afterward, we will be identifying two essential distinctions between the phrases.

What is a Call Centre

A Call Centre is an office or company in which various incoming and outgoing calls from customers, whether existing or new, are answered by a team of call center agents. The purposes of the calls are the following:

  • Inquiries
  • Customer support
  • Telemarketing
  • and conducting market research

Although it is still a cost-effective function, it has exceedingly developed for the past few years leading to the emergence of contact centers.

What is a Contact Centre

Similar to a Call Centre, a contact centre handles calls and inquiries from new and existing customers. What makes it different from a Call Centre is its diverse digital service channels. These channels are in the same integrated system which customers can switch anytime without any disruption.

In a Call Centre, agents accept queries through phones. In a Contact Centre, however, they receive it through the following:

  • Email
  • Text
  • Webchat

With the wide variety of digital channels contact centres offer, it is vital to deliver the same quality customer service in each channel.

To give you a clearer vision of the distinction between Call Centres and Contact Centres, here are two key features:

Different Channels vs. One

As previously mentioned, contact centres have a wide variety of channels. In a call centre, calls are received and taken from phones.

Saved Data

Despite having a variety of channels, a customer’s data will be retrieved in future transactions faster than a call centre. This is because Contact Centres have an integrated technological system that stores data ready to appear on any channel at any time.

Enjoy the best of Both Worlds

Despite their differences, SMEs have the chance to avail both services. However, they should make sure to partner with a trusted Australian-owned call centre company; like Forward BPO.

Forward BPO is a BPO company that listens to the needs, wants, and expectations of our clients that they believe can propel them in the right direction. You can be next!

We have a wide range of effective outsourcing services you can choose from such as call center, email support, virtual assistant, telemarketing, after-hours call answering, and digital marketing.

Visit our services page to know more or contact us for any questions.