Typically, these call centers handle a considerable volume of calls simultaneously and then screen, forward and log the calls. The three most common types of call centers are inbound, outbound and blended call centers. These organizations also use call centers to enhance CX. Online merchants, telemarketing companies, help desks, mail-order organizations, polling services, charities and any large organization that uses the telephone to sell products or offer services use call centers. Whether an organization chooses a call center or contact center depends on its products and services, the channels on which it provides customer support and the structures of the organization's support teams. A contact center may include one or more call centers.Ĭontact centers provide omnichannel support, assisting customers on whichever channel or device they use. Contact centers provide support from additional channels, such as email, chat, websites and applications. What is the difference between a call center and a contact center?Ĭall centers focus on one communication channel: the telephone. Call centers are located either within an organization or outsourced to another company that specializes in handling calls. A call center is a centralized department that handles inbound and outbound calls from current and potential customers.
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