What’s the Difference Between a Call Centre and a Contact Centre?
However, contact centres do make it more seamless for customers to get in touch with your business and have a positive experience. Often, this means customers are less frustrated about the issues they face and are more likely to walk away delighted and happy. Contact centres can come with higher ongoing costs. They require various software licenses for tools such as live chat, text messaging, and video conferencing. Many companies justify the cost when those additional features help them increase customer happiness, drive more client referrals, and curb user churn.
As technology evolves, so do consumer preferences. In the coming years, we will likely see a bigger shift away from phones as a primary means of communication between customers and service departments. Instead, other channels will increase in popularity. Companies that acknowledge this progressive shift and act on it may opt to build contact centres. In doing so, they improve their chances of long-term success as they prepare themselves for a world when the phone is one of the least-used means to relay customer inquiries.
Overall, contact centres offer a powerful solution for a company’s customer service needs. Organizations that opt to form a call centre first are still able to convert their customer service operations into a contact centre later. Among businesses that have neither a call centre nor a contact centre, the most important thing is simply getting started with an available and reliable customer service process and team. Later, as users request to interact with your brand on social media, over text message, and more, then you can consider transitioning from a basic call centre to a sophisticated contact centre.