Comments on: Call Centre vs. Contact Centre

By: Mahmud

Mahmud — Sun, 19 Jun 2011 06:57:54 +0000

I live in Russia. For me, still a big question as accurately be called.
Contact center more professional I think, although people are more aware of the phrase call-center.

By: Name

Name — Wed, 08 Dec 2010 20:40:41 +0000

I believe the term “Contact Centre” gives a more positive perception than call centre!

By: Lekan Badejo

Lekan Badejo — Thu, 16 Apr 2009 13:44:17 +0000

I believe call centre is part of Contact centre.Just like we have marketing and advertising.To a layman,call centre is inside contact centre.Contact centre includes helpdesk,call centre,telemarketing, etc.

By: Ali Sheikh

Ali Sheikh — Mon, 13 Apr 2009 10:25:26 +0000

Call Centres are for making calls and Contact Centres for receiving. Yo Tam, Its Ali,I agree with you on this matey!

By: oldie

oldie — Mon, 17 Nov 2008 19:33:20 +0000

I think it’s an AGE thing. People who have been in the business for a long time (oldies, like me) say “Call” Centre. People newer to the business say “Contact” Centre.

By: Carson Ding

Carson Ding — Mon, 17 Nov 2008 07:31:18 +0000

Customer Service Centre is better.

Talking about Contact Centre gives the overall impression that the centre handles all kind of contacts – calls, emails and faxes.

Calling it Call Centre is likened to only a centre receiving calls.

Customer Service Centre sounds professional and handles all kind of customer queries in all medium.

Just my 2 cents.

By: Kypros Ioannou

Kypros Ioannou — Sat, 15 Nov 2008 10:00:45 +0000

I used to like “contact centre” as the word ‘contact’ is translated “epafi” in greek which can can represent the words ‘intercourse’ or even better the word ‘communication’.

“Contact Centre” is difficult for customers to understand though and also difficult for the company’s employees to use. Many people still call it “call centre” even though the department was named “customer service”.

The last couple of years we have approached this in a different way emphasizing on “customer care” instead of “customer service”. The department mainly handles calls (in/out) but also communicates with customer via email and fax.

By: rafian

rafian — Thu, 13 Nov 2008 16:24:24 +0000

in my view call center is also contact center.bcoz we can also get same support from call center that we can also get over phone.

By: Janette Coulthard

Janette Coulthard — Thu, 13 Nov 2008 15:43:59 +0000

From an outsourcing perspective, Life would be so much easier for potential customers of call and contact centres if there was some definite consensus on the terminology. As a user and a client of outsourced suppliers I saw the division as Call Centres making predominantly outbound calls and Contact Centres handling inbound calls, white and email and other non verbal forms of customer contact. Therefore if I was looking for inbound services I would look for a company calling itself a contact centre and for outbound sales services I would look at companies calling themselves call centres. Ultimately ‘A rose by any other name would smell as sweet’ and no one makes or should make a decision to place work on what their supplier decides to call itself. However, it can affect the selection process in terms of who is invited to tender who someone selects to review if not going through a formal tender process. Just a thought….

By: ann-marie stagg

ann-marie stagg — Thu, 13 Nov 2008 12:07:05 +0000

Changing the name doesn’t alter the image that the UK media like to project of poor levels of customer service on the telephone, by email or using any other contact method – we all need to work hard to improve our industry PR and not simply hope that a change of name will do the trick!