247 Call Center

Call Center vs. Contact Center: What Is the Difference?

Most individuals use the terms, but they refer to distinct entities. The communication channel is the fundamental contrast between a contact vs. a call center. Call centers primarily manage interactions through voice calls, whereas contact centers deal with communications across mediums such as phones, text messages, emails, and social media platforms.

Support and sales teams use contact centers to initiate or respond to incoming customer requests. However, let’s delve deeper into the distinctions between contact centers and call centers.

What Is a Call Center?

A call center is a system center or division where client inquiries are managed mainly by means of telephone. 

What Is a Contact Center?

On the other hand a contact center is a wider idea that includes numerous interaction networks such as call emails messages and also social media sites systems using consumers numerous suggestions to engage with the company.

Five Distinctions Between Call Centers vs. Contact Centers

Knowing what differentiates a call center and a contact center is essential to organizational managerial decision-making. Let’s see what those differences are.


Call and contact centers are both used for customer service, but their way of communication through the use of channels differs. Unlike call centers, which use only one channel, which is the phone, contact centers use multiple channels.

Call centers existed before digital communications. They still work well for many organizations, offering a human touch that other channels lack. Conversely, contact centers include digital channels through which customers can interact with organizations on their preferred platforms.


Contact centers have more communication channels than call centers, thus collecting more customer data. This will also enable them to improve CX. It will do this by enhancing customer profiling and allowing personalized customer support.

Speech analysis software allows call centers to study conversations. They use it to get details about a client’s personality and preferences. Similarly, the other type does this; however, the omnichannel approach provides more opportunities for collecting information. For instance, contact centers can collect data from social media analytics, such as shares and followers. As an illustration, contact centers have the capability to utilize social media metrics like likes and follower counts to uncover customer relationships and preferences that might not be evident during phone interactions.

Self-help services for customers

Most call centers use IVR systems, which are automatic phone operators that respond to sound and touch-tone entries, for CSS. The IVR systems route callers to agents and handle simple tasks, like refilling prescriptions. But, they have a long menu of options that often do not capture the details.

In addition to IVR capabilities, contact centers offer CSS through chatbots. They also use FAQ pages, online knowledge bases, and forums. These let customers find answers themselves. Other contact center CSS features include automated text messages confirming or canceling appointments and mobile apps where clients can order or alter their delivery.

Agent talents

While call center and contact center agents must have customer service abilities such as empathy and patience, they need other skills since they use different communication mediums.

To acquire excellent verbal skills, personability, and problem-solving skills so that they can provide customer service via phone. Contact center agents must also offer customer service over text. This includes email, live chat, text messages, and social media. A contact center agent, therefore, needs reading comprehension, writing skills, multitasking, and knowledge of social media etiquette.

Refrain from frustrating customers with unclear writing, which may require unnecessary follow-up messages. Agents should use proper grammar because grammatical mistakes can make an organization appear unprofessional. Furthermore, in order to be professional on social media, there must be a certain degree of professionalism, as one lousy interaction will tarnish the image of any given organization.


Nevertheless, call centers and contact centers have different technological demands concerning services related to omnichannel management. Call center technologies other than phones, computers, and headsets include:

  • IVR’s automated telephone assistants foretell customer desires through voice or keypad responses to select the appropriate representative or department.
  • Automated call distributor (ACD). Once an IVR finds out who the caller needs, an ACD automatically transfers the caller there.
  • Speech analysis software. The software can analyze calls to detect emotions such as satisfaction and anger. Speech analytics software can help companies know when to follow up with unhappy customers.
  • Workforce Management System (WFM). Since some days in a call center are busier than others, a WFM system can help schedule the appropriate agents each day.
  • Improve Internet access. Agents working remotely need fast, secure connections to use call center software, which may require an internet upgrade.

Technology wise – What Contact Centers Offer

  1. An email management system helps with organizing, tracking, and storing extensive volumes of emails.
  2. Omni-channel routing. Because contact centers use multiple channels, it can be difficult for agents to manage their different interactions. Omnichannel routing uses AI to find customer intent. It sends all requests to live agents, regardless of channel.
  3. Complex data analysis. This strategy incorporates a range of artificial intelligence and analytics methods to comprehensively understand how customers interact with a business and foresee their future decisions.
  4. Channel reports. Reporting software gathers data from various channels to generate key performance indicators (KPIs), such as first-contact resolution and customer effort evaluations. Managers can use these KPIs to oversee quality assurance across all channels.

Similarities Between Call Centers and Contact Centers

Call centers and contact centers have differences. But, they share common ground. They both offer both inbound and outbound customer support. Furthermore, they often utilize similar technologies.Deciding between a call center and a contact center depends on what an organization needs and wants to achieve. Call centers prove economical for businesses predominantly engaged in phone-based customer interactions. On the other hand, contact centers are advantageous for organizations heavily involved in digital engagement or seeking to remain technologically current.

When selecting between a contact facility and a telephone call facility, consider what helps your organization. Yet, picking an omnichannel call center offers more flexibility and ease. It also offers more ways to contact your clients individually.

Still, it’s crucial to remember that having a dependable phone system remains essential for customer support.

Final Thoughts

Regardless of the type of center you go with, the ultimate goal is to provide a stellar experience that satisfies customer requirements. Employing automated systems and unified communications is the optimal approach to achieve this.

Both phone call centers and contact centers are crucial for client assistance. The choice between them depends on each organization’s unique needs and concerns. Phone call facilities focus on voice interaction. Contact facilities offer a wider range of communication networks. They meet the changing preferences of modern customers. Eventually, organizations should evaluate the benefits and constraints of each choice to guarantee they give reliable and customized customer care that aligns with their overarching objectives.

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