The document outlines 7 signs that indicate an operation is a contact centre rather than a call centre. Contact centres provide omnichannel customer support through phones, email, social media, SMS, etc. whereas call centres only provide support by phone. Key differences include contact centres employing more skilled agents trained across channels, focusing on customer satisfaction through preferred channels, advanced agent training, integrated software tools, workforce management, customized agent desktops, and reporting/analytics. Ultimately, a contact centre provides omnichannel support while a call centre only uses phones.

1. 7 Signs That
you are in a
Contact Centre
and not a Call
Centre

2. The terms call centre
and contact centre may
sound similar but are,
actually, two entirely
different models of
business
communication

3. A call centre provides
customer support
through inbound and
outbound calling
using phones only

4. Whereas, a contact
centre provides
omnichannel support
to their customers via
phones, email, social
media, SMS etc

5. Let's understand how a
contact centre differentiates
from a call centre

6. #1. Skilled agents
Contact centre agents are
very well trained to handle
different communication
channels.
Agents are skilled at writing,
multitasking, and managing
different social media
accounts

7. #2. Customer satisfaction
Customers prefer
omnichannel experiences,
and contact centres allow
them to connect with
agents via their preferred
channel

8. #3. Training
Contact centres have a
more complex training
program than call centres.
Agents learn writing skills,
social media etiquette, and
how to operate new
software

9. #4. Unique tools
Contact centres offer
unique tools that help
agents to shift between
channels seamlessly and
analytics software to view
operation’s performance

10. #5. Workforce management
practice
Workforce management
practices include
forecasting the volume of
calls and assigning skilled
agents based on the
workload

11. #6. Agents desktop
Agents require different
tools to work on additional
channels. They work on a
desktop that is integrated
with an unified box

12. #7. Reporting and analytics
software
Contact centres use this
software to get a holistic
view of how their contact
centres are performing
and to make a better
decision

13. To conclude, a contact centre
provides omnichannel support
while a call centre assists
customers via phones

14. About Us
Acefone delivers a cloud-based
communication service that ensures the
total security of your business data.
We offer hosted phone system services
that provide seamless communication,
CRM systems and help desk software
integrations that let you work from any
corner of the world.
Visit - www.acefone.com/uk/
Call us - 0800-084-3663 (UK)
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