There is a lot of discrepancy regarding what really is the difference between a Call center and a Contact center. Translated into Spanish, the former means call center and the latter contact center.
Notwithstanding the foregoing, the large call centers or call centers have adopted a definition on the difference between these two concepts, adapted to their circumstances and which is not entirely true: They say that a call center serves only voice contacts via telephone and which becomes a “contact center” when other technologies or contact systems other than voice are applied. That is to say, that if in addition to the voice they process, emails, Chat, fax, data, it would immediately become a contact center.
From this simplistic perspective, practically all the homes in the world that have a computer, stopped being homes and became contact centers. It is what we see when our son browses, chats, sends e-mails, etc.
At Asellerator we have defended the theory that a call center is just that: a call management and control system, mainly intended for information tasks. And we make a difference when we say that a Contact Center is a customer relationship management system.
A Contact Center is then from our perspective, the assembly point where the client joins with the different systems and processes of a company. It is the company-customer integration node. Clients call to inquire, but also to complain, make requests or requests of all kinds, to buy, to charge to investigate, etc. etc. They do it preferably in the most practical and efficient way that human beings have to communicate, which is the voice. But they also turn to other ICT mechanisms to do it, of course. But this would then simply be a communications hub. A true Contact center for customer relationship management, It's much more than that. It is a system, with mechanisms, tools, processes and procedures, framed in a strategy, to make, have and maintain long-term productive relationships with each of the clients of an organization.
That is why companies today more than a call center, what they require is a management center for customer relations. That is to say, an interactive contact center, which allows integrating the different areas of the company, to receive and deliver information to customers, aimed at locating, conquering, convincing, selling, charging, developing, investigating, retaining and retaining them. Something that goes far beyond a simple call center. So when you think of your clients, think of a Contact Center system, to reach them in a timely and efficient way, within the immense competition that surrounds us in today's world. To dig deeper into these topics, go to www.asellerator.com, where you will find more information available.
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