What is the difference between a call center and a contact center?
A call center is the part of an organization that handles inbound/outbound communications with customers. A call center is where customers call in to get assistance for products and services. Outbound calling is also done in a call center. Using a variety of technologies, call centers connect customers and organizations, in real-time, to provide customer service. A call center takes on different forms. A call center can provide pre-sales, sales and after sales support or a variety of other types of services. Types of services such as online inquiries, flight reservations, hotel bookings, medical transcriptions, order taking, checking on order status, etc. The term contact center is applied when multiple functions are handled in one office.
