Contact Center, Call Center, or Customer Care Center?

Ah, the nuances of lingo and terminology. Call center, contact center, customer care solution, sessions, interactions, contacts, and on and on... 

 

These terms seem to change almost daily, so which one should you use, and does it really matter?

 

Call center was the term of old, meaning a place that answered only calls all day long, but as technology evolved and as users began to handle other types of ”calls,” via chat and email or other media types, the terminology used changed as well. Whether you are handling a single type or many different types, the capabilities of the product you use could help dictate how you think about this.

 

If you start to change the way you think about it (not a call center, but a contact center), this can help start to shape your future plans as new abilities are demanded by your customer base or your users. Thinking about contacts rather than just calls starts to alter the way you can approach a problem.

 

The agent and caller effort changes for each type of interaction. The attention, demand, and focus are different for a chat than they are for an audio call. People can often handle multiple chats at the same time (sometimes even while on a call), and this is a game changer for staffing considerations. Each additional interaction doesn't necessarily mean hiring more bodies as it did for traditional call centers handling only calls.

 

The bottom line for each of these--regardless of what you call it--is customer care. Whether you're selling something, supporting something or providing a service, the care with which you handle the customer is what it boils down to.

 

If you're not focused on customer care, your customers will find someone else who is. The bottom line is that you’ve got to deliver to your customers a smooth customer interaction giving them what they need from your organization. 

 

Do this and your customers will create new customers by telling stories about your great customer care.

 

We see it every day.