Call Center and Contact Center Two sides of the same coin

The word Contact Center is being interchangeably used for a Call Center lately. The recent emergence of the word Contact Center is considered as re-branding of our good old Call Centers. But not many realize that the two are not synonymous but distinct in their facilities and features.

A Call Center, as per the conventional definition, is where the Customers’ calls are received by Agents (inbound) or the calls are made by the Agents to customers (outbound). Call Center is therefore confined to only the telephonic communication with customers. Often the telephonic conversations feed into software like CRM, ERP etc.

A Contact Center on the other hand is where besides the telephone, you also have web enabled communication like E-mail Support, Chat Support etc. Here the telephone is supplemented with internet, to ensure gratifying communication with customers. So every Contact Center is a Call Center also, but every Call Center isn’t always a Contact Center.
                                                              
Interestingly, at Vcare Call Center, these conventional definitions do not hold true one bit. We have always taken a holistic view of the communication with customers, not being restricted by definitions. That is why since our inception, we have always had dedicated web enabled services of E-mail Support and Chat Support. So despite being named as a Call Center– the Vcare Call Center, we provisioned services of a Contact Center from the onset. In this sense, we were ahead of our times.

But we were simply driven by our Client Service through our Clients’ Customer Service. For us the client’s requirements have been paramount and our sole objective is to take care of their customer service in entirety. The nomenclature of Contact Center or Call Center isn’t sufficient to define the communication solutions at Vcare Call Center. We have successfully taken both in our stride because with our functioning like Contact Center since our incorporation.

At Vcare Call Center, we understood it before the rest, that Call Center and Contact Center are essentially two sides of the same coin

Comments

Post a Comment

Popular posts from this blog

One and Only One World's Top Outsourcing Destination is India

Image
In Spite of backlash against outsourcing, India's low costs, skilled workforce and business environment make India as No.1 outsourcing destination across the world Undoubtedly, outsourcing services in India are really cost effective, premium quality, reduce operating costs, optimum time management and best resource utilization. Outsourcing your call center services to the highly qualified and well trained staff whoever take pride in their quality of work and service, leaves you free to concentrate more of the other resources to maximum benefit to your organizations. India continues to be the most preferred destination for companies looking to offshore their business including customer support, IT and back-office services, in spite of the backlash against outsourcing to the country. According to global management consultancy,business outsourcing with India also retains its low-cost advantage and is among the most financially attractive locations when viewed in com
Read more

5 Tips For Choosing The Right Contact Center for your Business

Image
The best thing for any business is witnessing a distinct spike in its customers and clientele. As much as it’s gladdening to see your clientele expand like never before, the news also brings along a new set of challenges for your business operations to overcome. It’s obvious that when your business has a wide patronage, it also has to find newer and better ways to manage it all. The bigger the number of customers, the bigger will be the responsibility upon your shoulders. There will be an increased number of queries, demands, grievances and more to handle after all. Having a solid and dependable contact center helps a great deal in this regard. However, you can’t always build your own call center as it takes a considerable amount of investment and management. The best option available these days is outsourcing this service to a BPO, but this can also be a painstaking task as you want to hire a service that promises to add to your reputation, not do otherwise. Her
Read more

Indian Call Centers are Great Place for Customer Support Service

Image
You must visit India once if you want to offer your Customers with really the best customer support service.” As in Germany, the technical guys have developed a second to none ability to build cars, the Japanese TVs and HiFi made by Scottish. But when we talk about the best Customer Services, the only name comes in our mind is Only "India". This is the only destination where in the world they have more experience, more people, more managers, more executives who are dedicated to offering customer service and technical support? So it is a major reason that we are the world’s best where major portion of Business Outsourcing across the world take place.
Read more