Contact Center Services vs. Call Center Services: The Value for Tech Business

The world of call centers is evolving at a rapid rate to meet the emerging requirements of businesses. As new technologies disrupt business operations, the need to support customers in using the new tech is on the rise. Especially for companies that deliver technical services or the ones that manufacture hardware, there is an exigent need to revamp their ineffective customer support department.

Nowadays, there is a debate raging amongst eminent thinkers about the merits and demerits of call center or contact center services. Both these terms are similar but have different meanings in the professional world:

1.      Call Center Services – A call center generally provides inbound or outbound services. In inbound services, the call is received by a team of agents and in outbound services the call is made by agents to potential customers. The most common inbound call center services are customer care, technical support and order taking services. And, the most popular outbound call center services are lead generation, telemarketing and appointment setting.

2.      Contact Center Services – Contact center services cover multiple communication platforms including inbound and outbound call center services. Live chat, email and social media interactions are all covered as part of contact center services. The purpose of contact center is to merge all channels through which a customer can contact the product/service vendor.

Contact Center Services are the Ace in your Sleeves

While call center services in isolation do have their own value, contact center services are miles ahead of the curve. In a contact center, all customer interactions are updated on a common platform, generally a CRM.  Hence, your contact center representatives are always in the loop of what a customer has gone through thus reducing the chances of errors creeping into the workflow. Also, the errors can be reduced further, if you have a competent contact center outsourcing provider like Vcare as your partner.

The Benefits of Partnering with a Seasoned Contact Center Outsourcing Provider

When you choose a contact center outsourcing partner with considerable years of experience in the field, it instantly lifts your business prospects. Have a look at some of the benefits that you get out of such a partnership:

1.      Veteran agents in all departments – A contact center runs a blended process and the agents are required to perform a variety of duties as part of a contact center operation. Partnering with a seasoned veteran allows you to access the services of agents that have already presided over chat, email and call support.

2.      Access to a centralized CRM – A CRM plays a major role in shaping a contact center operation. With a centralized CRM that is efficient, your agents get the right impetus to serve your customers in a better way. At Vcare, you get a cutting-edge CRM that is flexible enough to align with any type of call center operation.

Round-the-clock customer support – A contact center can truly offer a 360-degree service experience to its customers if it can be contacted at any time. At Vcare, your contact center services are in the hands of agents who can work both day and night shifts. Hence, you are able to run a round-the-clock operation and serve your customers throughout night and day.