This article will discuss the differences between a contact center and a call center in a company such as Malaysia IT Support, in working on, managing and resolving every question and problem from customers.
What is a call center?
The call center functions as a medium of information for customers to provide the information they need. For example, when a company launches its newest product, customers can search for product information through the call center.
With a call center, the company knows what customer needs are so that they can provide better service. The call center is also used for telemarketing, telephone client and debt collection.
Most Companies, such as Malaysia IT Support, usually encourage agents to complete calls faster and answer more calls per day to save time and costs.
What is a contact center?
The Contact Center is the central point from which all customer interactions can be managed in a business, this service is not the same as a Call Center. The Contact Center provides more services such as live chat, call recording, email, automated and interactive voice responses, and social media.
The customer-facing team uses the contact center software as a single platform to handle complaints that come from all communication channels.
What is an IT Support Company?
An IT Support company is a company that offers IT services or services to customers, similar to companies in general only offering IT services, Examples of IT Support companies such as Hosting services, Cisco (Networking), Web Design, IT security, and others.
In a country, IT Support Companies in Malaysia (Malaysia IT Support) also offer many IT Support services also Call Centre Support Services in many fields, with IT Support, companies will find it easier to manage their work, faster, more efficiently, and regularly.
Here, we summarize the 5 main differences between Call center vs contact center.
By Communication channel
Call Centre only focuses on telephone lines to communicate, interact with customers or consumers directly. Meanwhile, the Contact Centre does not only use telephone lines but can also use media such as email, live chat, chat bots and social media.
Complaint queue management requests
Call Centre requires a solution to manage incoming conversations, this is because all conversations are only through telephone lines.
Unlike the Contact Centre, because a company needs to provide services from many channels, it needs a tool or application that can handle all conversations or is Omni-channel.
Procedures that require self service
Call Centre, a customer must wait for their complaint to be received and resolved by the Call Centre agent.
With the Contact Centre, customers are given more choices, customers are given several options to submit their complaints based on the channels provided by the company’s Contact Centre. With this customer can analyse
Automatic Ticket Pickup and Routing
The Contact Centre uses an automated system to route the complaint ticket to the right agent, this is based on keywords, customer history and agent skills based on complaints. By routing tickets, Contact Centre reduces turnaround time for customers.
While the Call Centre, the ticket collection system or determining the route has not been implemented, the Call Centre only focuses on resolving complaints per incoming call.
Information about problems experienced by customers
Call Centre utilizes incoming telephone calls as the only means of communication, gathering information related to customer problems can only be viewed based on incoming calls.
While the Contact Centre has been integrated with the help of software or applications from various channels, the Agent can maximize every task he gets.
What are the Benefits of a Contact Center for an IT Support Company / Malaysia IT Support?
Not only companies that need a contact center, IT Support Malaysia or other companies also need a contact center in their daily work, here are the benefits:
1. Providing information services about company services or services that are asked by customers, the contact center division must master the services offered by the IT Support company.
2. Answering and providing solutions to complaints or problems experienced by customers after using the services of an IT Support company, every complaint received needs to be analyzed and categorized before being given the right division.
3. Increase sales of company services or services as well as a reflection of the company, therefore the contact center division must have a friendly, patient and good listener nature.
With a contact center, customer service can do more than just answer incoming calls from customers. The contact center can reach out to paying attention to customer behavior and can answer questions that are often asked by customers even before the question goes to the agent.
Even though this can be done by the call center, it cannot run as easily as the contact center. The contact center gives customers the freedom to choose the most convenient way they want to stay in touch with the company.
We are is the best contact center company in malaysia by utilizing applications that have been developed and have been made in such a way as to be Omni-channel with features and automation that can make it easier for the company team to manage the data received.