Contact Center vs. Call Center

Contact Center vs. Call Center

There is often confusion about the difference between a Contact Center vs Call Center. In order to understand the distinction, it is important to first understand the functions of each type of contact center vs call center. Every business should have a professional communication contact center vs call center to interact with their customers. They need to be able to provide technical support when issues arise, answer questions about their products, take orders for services, and make outgoing sales calls. There is a notable distinction, however, between a contact center vs call center.

What is a Call Center?

A call center is a centralized office that manages the phone traffic for a business. It uses a public switched telephone network and multiple call center agents to handle all of the incoming and outgoing phone calls. It is also generally capable of handling a substantial number of phone calls at the same time since it can place callers on hold and answer them in the order they were received.

What is a Contact Center?

A contact center is similar to a call center but expands the methods by which the company deals with the public. The business can still make and receive phone calls, and this may be the main function of the contact center, but it can also accept emails, faxes, instant messages, public switched calls, and web-based calls (usually through Voice over Internet Protocol).

This difference between contact center vs contact center might seem subtle, but it can have a powerful impact in the modern business world. Each generation of customers is becoming more technologically savvy and inclined to submit questions over the internet. It is often considered preferable to write a quick email than to make a phone call and potentially wait on hold for an extended period of time. Instant messages are even faster and can provide the customer with direct answers to their query with the help of a contact center vs a call center.

Web-based calls are increasing in popularity bringing up the topic: contact center vs call center? Many people use VoIP to send phone calls over the internet as a means of saving money (especially with long-distance calls). If a company is not properly set up to accept these types of calls, the customer may choose to contact a different business that does have the capability.

The multiple means of contact through contact center vs call center also allows for specialization within the customer support team. You can have contact center agents who deal primarily with email correspondence and instant messaging, and others who are tasked with answering the phone. Contact center vs call center can make better use of employees who possess fast typing skills and resolve issues with regional accents.

Furthermore, if a company is small in size, it can create ‘universal’ agents for a contact center. These are customer support representatives who answer phone calls, respond to emails, and reply to instant messages as needed. Phone calls can still be given priority since the other communication methods can be easily put on hold until the agent has sufficient time to deal with them.

Call centers vs contact centers are often referred to in an interchangeable manner by business professionals, but they are not the same. A call center will provide your company with the ability to speak with your customer base, but a contact center does so in a manner that can maximize the potential methods of communication.

Key performance indicators (KPIs) of Contact Center vs Call Center

The contact center vs call center are two very different types of operations. There are a number of key performance indicators (KPIs) that can be used to measure the effectiveness of each type of contact center vs call center. 


Contact centers typically have a higher focus on customer satisfaction and first contact resolution than call centers. They also tend to handle a higher volume of contacts than call centers.

Key performance indicators for contact centers include:

  • Customer satisfaction scores
  • First contact resolution rates
  • Average contact handle time
  • The average speed of answer
  • Abandonment rates

Call centers, on the other hand, typically have a higher focus on call volume and efficiency. They also tend to handle a higher volume of calls than contact center vs call center.

Key performance indicators for call centers include:

  • Call volume
  • The average speed of answer
  • Average call handle time
  • Abandonment rates
  • Conversion rates

What Efficiencies Can Businesses Expect from Contact Centers?

Businesses can expect a number of efficiencies from contact centers, including the ability to route calls more effectively, improved customer satisfaction, and higher first-call resolution rates. In addition, contact centers often provide reporting and analytics that can help businesses improve their operations.

There is a big difference between contact center vs call centera Contact center vs call center are much more efficient and can offer businesses a number of advantages over traditional call centers. 

Here are seven key differences between contact centers vs call centers:

  1. Contact Center Vs Call Center: Contact centers are customer-centric, while call centers are product-centric. This means that contact centers focus on providing a great customer experience strategy, while contact center vs call center focus on selling products.
  2. Contact Center Vs Call Center: Contact centers are multi-channel, while call centers are single-channel. This means that contact centers can provide support through multiple channels (e.g., phone, chat, email), while call centers can only provide support through one channel (usually phone).
  3. Contact Center Vs Call Center: Contact centers use omnichannel contact center software, while call centers use legacy systems. This means that contact centers have access to the latest technology and features, while call centers are stuck with outdated systems.
  4. Contact Center Vs Call Center: Contact centers are able to proactively reach out to customers, while call centers can only reactively respond to customers. This means that contact centers can contact customers before they contact the contact center, and can provide them with information that they need.
  5. Contact Center Vs Call Center: Contact centers are more efficient, while call centers are less efficient. This means that contact centers can handle more calls in less time, and can provide a higher quality of service.
  6. Contact Center Vs Call Center: Contact centers are more effective, while call centers are less effective. This means that contact centers are better able to meet the needs of customers, and can provide a better overall customer experience.
  7. Contact Center Vs Call Center: The main difference between a contact center vs call Center is the number of channels supported. Contact Centers provide support through multiple channels while Call Centers focus mainly on phone calls. Contact Centers are generally more comprehensive in their approach while Call Centers tend to be more specialized.

Contact centers offer a number of advantages over traditional call centers, including increased efficiency, effectiveness, and customer satisfaction. While comparing contact centers vs call centers if you're looking for a more efficient way to handle customer support, contact centers are the way to go in comparison with contact center vs call center. 

Should contact centers be purely automated?

Definitely not! Though contact centers have come a long way in terms of technology, there are still many advantages to having live agents. This is especially true when it comes to complex customer issues or sales inquiries. Automated contact centers can be very effective for simple tasks, such as providing information about store hours or directing customers to the right department. But they should not be relied on solely. Research has shown that customers still prefer speaking to a live person when it comes to more complicated matters. Plus, automated contact center vs call center can actually end up costing more in the long run. This is because they often require a significant upfront investment, as well as ongoing maintenance and upgrades. 

In contrast, live contact center agents are a relatively low-cost solution. When contact centers are purely automated, they can come across as impersonal and even robotic. This can frustrate customers and make them less likely to do business with the company. It’s important to strike a balance between automation and human interaction in order to provide the best possible contact center customer experience.

The contact center vs call center of the future will be a far cry from the contact center vs call center of today. Here are six key differences between contact center vs call center that will define the contact center of tomorrow:

  1. Self-service will be the norm
  2. AI and chatbots will handle routine inquiries
  3. Agents will focus on complex issues
  4. The contact center will be omnichannel
  5. The contact center will be proactive, not reactive
  6. The contact center will be customer-centric.


Both Contact Center vs Call Center can be beneficial for businesses. It is important to choose the right type of contact center vs call center based on the needs of the business and the customers.

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