Call centers and contact centers may seem like interchangeable terms. However, as you’re about to see, they are quite distinct. Each one functions differently, has employees with vastly different skillsets, and offers businesses specific solutions to specific problems.
Fundamentally Speaking, Here Are The Differences Between Call Centers and Contact Centers
| Function | Call Centers | Contact Centers |
| Customer Service | ✓ | ✓ |
| Inbound Calls | ✓ | ✓ |
| Outbound Calls | X | ✓ |
| Outbound SMS Text | X | ✓ |
| Instant Chat | X | ✓ |
| Video Chat | X | ✓ |
| Social Media Contact | X | ✓ |
| Email Contact | X | ✓ |
| Lead Generation | X | ✓ |
| Lead Nurturing | X | ✓ |
| Live Lead Transfers | X | ✓ |
| Marketing Services | X | ✓ |
| Sales Driven | X | ✓ |
| ROI Driven | X | ✓ |
| Specially Trained Agents | X | ✓ |
As you can see, traditional call centers do not offer the same services as contact centers. Call centers are used mostly for customer service, and agents are trained at handling incoming customer issues, and that’s usually about it.
However, contact centers offer a far more encompassing business solution, including outgoing contact, lead generation, lead nurturing and live lead transfers. Agents at contact centers are highly trained in sales and two-way communication with a laser focus on ROI.
Conversion Media Group is performance based digital agency with US-based owned and operated contact centers. Our agents are among the best trained in the industry, and have been proven to exceed KPI’s, no matter what vertical you’re in!
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