Drawbacks to an offshore call center include reduced customer satisfaction due to language issues and a lack of knowledge about the organization, product or service due to distance.
Offshore call center. The organization outsources its operations to a company in another country, often to save money on wages and provide services around the clock. Outsourced call center. The organization hires a third party to handle calls on its behalf, generally to remove the burdens of hiring and training call center agents and investing in and updating call center technology, which can reduce operating costs. In-house call center. The organization owns and runs its call center and hires its agents. Call centers can handle inbound or outbound calls, or both.īeyond inbound, outbound and blended, further classifications of call centers include the following: This type of call center handles both inbound and outbound calls. Outbound call centers must ensure compliance with the National Do Not Call Registry, a list to which citizens can add their phone numbers to avoid unwanted solicitation calls.īlended call center. To maximize efficiencies, an automated dialer can make the calls and then transfer them to an available agent using an IVR system after the caller connects. In these call centers, an agent makes calls on behalf of the organization or client for tasks, including lead generation, telemarketing, customer retention, fundraising, surveying, collecting debts or scheduling appointments. An interactive voice response ( IVR) system can answer calls and use speech recognition technology to address customer queries with an automated message or route calls to the appropriate call center agents or recipients through an automated call distributor (ACD).Īgents in an inbound call center may handle calls from current or potential customers regarding accounts management, scheduling, technical support, complaints, queries about products or services, or intent to purchase from the organization. Typically, these call centers handle a considerable volume of calls simultaneously and then screen, forward and log the calls. The three most common types of call centers are inbound, outbound and blended call centers. These organizations also use call centers to enhance CX. Online merchants, telemarketing companies, help desks, mail-order organizations, polling services, charities and any large organization that uses the telephone to sell products or offer services use call centers. Whether an organization chooses a call center or contact center depends on its products and services, the channels on which it provides customer support and the structures of the organization's support teams. 
A contact center may include one or more call centers.Ĭontact centers provide omnichannel support, assisting customers on whichever channel or device they use. Contact centers provide support from additional channels, such as email, chat, websites and applications.
What is the difference between a call center and a contact center?Ĭall centers focus on one communication channel: the telephone. Call centers are located either within an organization or outsourced to another company that specializes in handling calls. A call center is a centralized department that handles inbound and outbound calls from current and potential customers.
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