How to discriminate differences between Contact Center and Call Center
Contact or Call Center?
The most visible image of a Call Center is many employees sitting on the phone answering customer calls. These clients use mobile phones probably already familiar with the image of the Call Center.
About Contact Center (communication center) is not merely a collective where employees are wearing headphones with microphone (headset) attached, switching calls. This place not only handles calls over traditional telephone system but also emails, online contacts and even handwritten letters.
The birth and development of Contact Center derived from the need to contact and support information for clients through appropriate communication channels. In term of technology, the emergence of VoIP (calls over the Internet) packet switching technology, replace for the old POTS (Plain Old Telephone Services) technology running on the PSTN (Public Switched Telephone Network), allows linking subjects in an organization to an integrated agency. Going along with these systems is a series of solutions and devices such as IP phone or phone software (IP softphone) running on the computer screen.
Although many companies have used the IP phone but many other also mistaken about VoIP. For example, many companies thought that VoIP (Voice over Internet Protocol) operate only on the Internet. Actually, this is true in the early time of VoIP only. Nowadays, VoIP technology can be worked with any different type of networks, support multiple connection types such as corporate network, private corporate network, the public network, cable network, and wireless network…and also it’s not necessary to have IP phone to communicate on VoIP network. The older generation phones still can do that. It’s thanks to the unique advantages of VoIP that previous generations of phone systems may not have.
- Contact Center – a higher level of Call Center model
This system is the area that contains all the data including customer information has been compiled from telephone calls, emails, faxes, orders, billing, usage details and purchase service…
Contact Center functions
- Auto-distribute calls
This helps you to improve labor productivity through receiving and processing incoming calls efficiently. It enables call handling, monitoring management, and orientating virtual call along with other benefits.
CRM allows intelligent routing of interactions with customers from inside and outside through various communication channels, including voice, email, web chat, collaborative browsing, auto service and VoIP.
- Trading Center
Each company designs and integrate information about the call at the request of customers, controlling the customer’s information in databases, maximize interaction with customers and improve their satisfaction.
- Auto response and voice recognition
Automated voice system provides an automated response system voice, read the letter, call processing, call routing, answering faxes, voice recognition, and text SMS.
- Multimedia communications (email, voice, SMS, fax, …)
Using next-generation technology, the deployment of multi-channel systems, development advanced application brings you the leading customer interaction through effective media such as email, SMS.
- Storage quality of service and voice calls
Meet your goals for retention, evaluation, analysis, and increase customer satisfaction through the interactive voice, VoIP, email, and web transactions, help to build long-term loyalty customer relationships.
- Performance reports
The reports are based on your requirements, real-time performance statistics and friendly with the user through the contact center system, thus giving you the necessary tools to take the decision with full information.
- Predetermined dial
With more than 100000 calls per hour, multiple dialer systems can be managed in a marketing campaign with the ability to share customer lists for dialing systems, helping increase the number of outgoing calls.
- Entire activities and staffs tracking board
A communication system expanded to let you see the progress in the queuing system of Contact Center, thereby to react promptly to the optimum operating level.
- Employees management
Help you to predict more accurately the requirements and staff planning. This is one of the important factors to ensure that people with the ability to fit the job arranged to the right place and right time.