what is call center

What is call centre?

A call centre (British English, Canadian English) or call center (American English) is a centralised office used for receiving or transmitting a large volume of enquiries telephone (Wikipedia)

A call center is a centralized department to which phone calls from current and potential customers are directed. Call centers can handle inbound and/or outbound calls, and be located either within a company or outsourced to another company that specializes in handling calls.(techtarget)

Contact center vs. call center: what is a contact center?

he two are similar, but the main difference of contact center vs. call center is that the former provides additional services such as :

  • VoIP Telephone Services
  • Email
  • Text Chat
  • Fax services
  • Direct Website Interface

According to aircall A contact center caters to the growing importance of providing omnichannel customer support. Increasingly, consumers expect the businesses they patron to be present on several channels, and to offer consistent, qualified service on all of them.

Contact centers are also operated outside companies, and are used to handle customer service but also to take on other activities such as telemarketing, debt collection, and billing services.

Contact centers have been supported mathematical models such as queuing theory and operations research, which consider them to be a way to solve a wide variety of optimization problems.


 For call centers:  This could be adding a plug for your self-service option to your recorded message. Alternatively, you can use Interactive Voice Response (IVR) software to replace phone trees with a script that asks callers to say their question or problem. These programs use Natural Language Processing to parse what customers are saying and offer solutions.

 For contact centers:  You can automate internet support cost-effectively through chatbots. (Check out “Should Small Businesses Actually Use Chatbots for Customer Service?” if you’re wondering if this option is a good one for you.) When you’re ready to buy, Capterra’s live chat software and AI software directories can help you find the best option for your business.

call center vs contact center


 For both:  You can save on operational costs using software to identify customers and give agents relevant customer data (such as past purchases) on their screens as soon as communication begins. When evaluating live chat software or call center software with IVR, look for systems that offer this information automatically upon customer self-identification.

This functionality can significantly reduce average call times, simplify your agents’ lives, improve information security, and save your customers time and frustration (as they have to explain less to get the help they need).


call centre KPI

 There are some KPIs for Call Centers to track for Excellence:

  • Average time spent callers in queue
  • Percentage of calls that are blocked
  • Level of service received callers
  • Average rate of abandonment
  • General speed of answering calls
  • Average time taken to handle issues
  • Resolution of Customer’s issues in the first call
  • Level of customer satisfaction
  • Absenteeism rate of agent
  • Rate of occupancy
  • Rate of agent turnover


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