CONTACT CENTER: Meaning, Benefits and Types

contact center

We’ve all heard of call centers. You’ve probably called one, seen one on television, or worked in one. A typical setup consists of a row of desks with people answering and making phone calls. So, while the call center is far from obsolete, it now handles fewer voice queries than ever before. This is where the term “contact center” comes into play. When a company provides alternative contact methods, we refer to it as a contact center rather than a call center. Similar, but distinct and superior. In this post, we dive into what a contact center solution is, contact center services examples, Zoom contact center, and sales force. Let’s proceed!

What is a Contact Center? 

A contact center solution is a department that manages customer interactions through all channels, including the phone, but it primarily focuses on digital technologies. Centralized contact center software typically employs automated communication systems and saves contextual information from customer conversations. This allows agents to stay focused and provide excellent service regardless of how a customer contacts them.

Companies that want to modernize their operations and transform their ability to provide exceptional customer experiences are increasingly turning to cloud contact center software solutions, which provide greater agility and flexibility to meet rapidly changing customer expectations.

Types of Contact Centers

#1. Inbound

Handle incoming calls or messages from customers seeking to solve problems or obtain information. Agents may offer product and technical support, as well as process payments and answer questions.

#2. Outbound

Outbound contact center agents typically contact prospective customers to pitch products and services. However, they may also be in charge of marketing, appointment setting, lead generation, fundraising, payment collection, and other duties.

#3. Omnichannel

Omnichannel contact centers communicate with customers via phone calls and digital channels. Client conversations are completely fluid and can be picked up on any channel, making this solution stand out. The interaction is recorded whenever and however a customer contacts us.

#4. Multichannel

Multichannel contact centers, like omnichannel, allow customers and agents to communicate via social media, SMS and mobile apps, online chats, and instant messenger.
While conversations can take place across multiple channels, correspondence is kept separate. This means that interactions cannot be transferred from one channel to another without information being lost.

#5. Cloud

All inbound and outbound communications in cloud contact centers are routed through an internet server, allowing agents to communicate with customers from any location with an internet connection. These contact centers make it possible for omnichannel contact centers to exist by making voice, email, social media, and online chats available.

#6. On-premise

The contact center model makes use of hardware to host a contact center in a specific location. On-premise contact centers are a more traditional solution, but they are becoming obsolete due to their high startup costs and lack of flexibility. Companies must also hire an IT team to maintain the servers and troubleshoot problems.

Examples of Contact Center Services

A contact center’s primary goal is to exceed customers’ expectations by providing efficient and interactive customer service, sales assistance, and technical support via their preferred channel.

Let’s take a closer look at some examples of contact center services:

#1. Telephone service

Telephone services is one of the examples of contact center services. Contact centers function similarly to modernized call centers. As part of many contact center services, they are equipped to handle a high volume of inbound and outbound calls.

Inbound calling:

Inbound calls are incoming calls received by contact centers. Customer service representatives at your contact center handle any such incoming call from a customer. A customer, for example, may have a question about connecting a printer they recently purchased from your company. You may receive an incoming call from that customer seeking assistance in setting it up.

Outbound calling:

A call made by contact centers representative is referred to as an outbound call. Outbound services or phone calls can be a part of surveys, lead generation campaigns, direct sales phone calls, and other similar activities.

If you own a health insurance company, for example, your sales team may contact potential leads to explain your insurance plans and convert them into paying customers. Contact centers may use an Interactive Voice Response (IVR) system to handle incoming and outgoing calls in some cases. This computer-based phone system provides information to customers without the need for human intervention by using keypad entries or voice commands.

#2. Text Messaging Service (SMS)

Customer complaints about call-based customer service include long hold times, transferred calls, language barriers, and so on. Text messaging can help improve customer satisfaction in these situations. Text messaging is convenient, private, and secure. It can also increase agent productivity because it allows them to handle multiple customer conversations at the same time.

Text messages can be used to:

  • Start two-way conversations.
  • Send proactive updates about the customer’s issues.
  • Conduct various surveys.
  • Take feedback regarding customer service, etc.

From phone calls to SMS, these omnichannel services allow you to effectively handle inbound and outbound customer communications.

#3. Chat service

Because of its efficiency and ease of use, chat is quickly becoming a popular communication tool. It has a First Contact Resolution (FCR) rate of nearly 74%, which is impressive for a contact center. The first contact resolution (FCR) metric measures a contact center’s ability to resolve a customer’s issue on the first contact.

A customer can start a chat conversation on the client’s website by using specialized chat windows. The chat window connects them to an agent or chatbot who can assist them in resolving their issues.

A contact center solution provides two types of chat services:


Chatbots use Artificial Intelligence (AI) to engage customers, gather relevant information about an issue, and even answer simple questions without the assistance of a human. If an agent intervention is required, the chatbot escalates the issue to the appropriate contact center solution agent.

Live chat:

Live chat is another advanced technology used by modern contact centers. This platform differs from chatbots in that the answering service is provided by a human contact center solution agent on the other end.

A live chat with an agent can be beneficial:

  • Reduce the need for IVR,
  • Reduce customer waiting time
  • Increase first contact resolution
  • Work on the customer’s shared screen in real-time, etc.

Customers who prefer self-service find chatbots and live chat to be extremely effective tools for obtaining assistance.

#4. Social media service

Contact centers also provide social media services for digital platforms such as Facebook, Twitter, and WhatsApp. You can use your social media channels on a daily basis to listen to, analyze, and engage with your customers. You can then monitor and publish relevant content to improve customer interaction and satisfaction.

#5. Email service

Another popular digital customer support channel is email. Contact centers typically use email management software to help organize emails, allowing your customer service representatives to handle a high volume of emails efficiently.

This software solution may also include email templates, allowing your contact center agents to respond to emails quickly, provide standardized customer care, and increase customer satisfaction.

What is the difference between a Call Center and a Contact Center?

When discussing the location where customers go to interact with a company for service and/or sales, either term is commonly used. A call center focuses on telephone interactions with customers, whereas a contact center supports multiple interaction channels such as voice (telephone), chat, email, messaging, and more. Multichannel contact centers are those that can support multiple channels.

Most of the time, specific agents are assigned to each channel. Agents in an omnichannel contact center can manage interactions across multiple channels at the same time, and customers can move seamlessly between them to resolve service issues. Today, the trend is rapidly shifting to contact centers, driven by consumer preferences to engage companies through digital channels they are familiar with in their personal interactions.

Important Contact Center Features for Better Services

Customer support that is efficient and responsive is critical to increasing customer engagement and meeting customer expectations. As a result, contact centers place a premium on features that optimize and streamline customer service.

Among these features are:

#1. Contact database

Contact centers use CRM (Customer Relationship Management) software to centralize customer data and interaction history. This helps contact center agents have the right context for conversations.

#2. Scripts

Scripts allow contact center agents to provide effective support to callers by personalizing the message for each customer. They are especially useful for maintaining a consistent brand image in your customer service.

#3. Call conferencing

Contact centers use sophisticated software that allows callers to initiate a conference call.

#4. Real-time reports

These real-time reports employ advanced analytics to improve understanding of agent performance and customer satisfaction across all channels.

The modular structure of contact centers also helps managers improve their team’s operational efficiency while preventing agent burnout. All of these features have the potential to significantly improve your customer experience.

Tips to Create a Productive Contact Center

#1. Create a healthy work environment

Contact centers are fast-paced environments where agents are frequently confronted with upset and frustrated customers. Emotions have a tendency to run high, which is why you must encourage your team to care for their mental health. You can help by doing the following:

  • Not micromanaging
  • Encouraging frequent small breaks
  • Offering wellness-related benefits

To maintain a positive work environment, avoid micromanaging your team. This will also assist you in identifying self-starters who want to improve their skills and who may be suitable candidates for future promotions. Agent performance should be measured.

#2. Measure agent performance

To help agents improve, collect data, set SMART goals, and provide ongoing training and feedback. Investing the time to do so can lead to complete customer satisfaction and a better employee experience.

#3. Give credit where it’s due

If your agents know their efforts are appreciated, they will be more likely to go above and beyond. You can track wins and reward agents with incentives such as event tickets, tech goodies, or extra PTO by using the data you collect to set performance goals.

#4. Establish a contact center team structure

You should also define your contact center’s team structure and roles early on. This includes determining the titles and responsibilities of everyone from executives to customer service representatives. The following are examples of common contact center services roles:

  • Director: A senior position in charge of operations, reporting directly to the CEO.
  • Managers: Positions in upper management that help with decision-making, evaluate customer service metrics, and develop team leaders.
  • Team leaders: These are middle management positions in charge of administrative duties, scheduling, and tracking agent performance.
  • Agents:  They Provide direct customer support via digital channels and phone calls.

#5. Hire qualified agents

Hiring qualified agents with the skills required to do the job without errors or excessive training is one of the best things you can do to boost contact center productivity. If you prioritize hiring potential candidates, you can train a multichannel team, allowing you to move people around as needed and reducing the possibility of contact center fatigue.

Zoom Contact Center

Zoom contact center can go a long way when it comes to contact center software. This Zoom Contact Center is an AI-powered omnichannel contact center platform that enables businesses to provide prompt, accurate, and personalized responses to their customers across multiple channels. Intelligent routing and virtual agents in the solution reduce call load, improve agent productivity, and guide your customers to faster resolution 24 hours a day, seven days a week.

The open, secure, and dependable platform of Zoom Contact Center enables it to easily integrate with business applications.

Zoom’s contact center as a service (CCaaS) combines contact center services with Zoom unified communications solutions and can operate as a standalone customer experience solution or integrate directly into an existing website or application. Because the agent and supervisor interaction handling experience is part of the same Zoom application, Zoom customers who use Zoom Meetings, Zoom Phone, and/or Zoom Team Chat will recognize it. Zoom Contact Center streamlines communication to foster a greater sense of collaboration among colleagues and to enhance the customer experience.

What are the Roles of a Contact Center?

A contact center serves as a hub for organizations to manage all customer interactions across multiple channels. Their primary goal is to provide efficient and effective technical support, customer service, and sales assistance to customers.

How can I be a Good Contact Center?

You can become one by having exceptional active listening and verbal communication skills that allow you to respond appropriately to a wide range of customers with various issues and questions. Excellent knowledge retention, attention to detail, organization, calmness under pressure, and speed are also desirable contact center agent skills.

How do you Handle Working in a Contact Center?

Here are some helpful hints to help you find solutions for callers more effectively:

  • Concentrate on determining the source of the problem.
  • Take notes on phone calls.
  • Empathy should be practiced.
  • Please introduce yourself.
  • Please do not interrupt.
  • Restate the problem.
  • Speak clearly and calmly.
  • Be approachable.

What are the Three Types of Contact Centre?

Inbound, outbound, and blended contact centers are the three most common types of contact centers.

What are the Five Pillars of Contact Centre?

  • Omnichannel Capabilities that Make Customer Service Seamless
  • On-Demand Self-Service Model for Customers
  • Advanced Tools for Agents to Provide Better Support
  • AI & Predictive Analytics
  • Scalable Infrastructure


Contact center services have the potential to make or break your company. Brands that provide the desired level of customer service frequently earn maximum customer loyalty and increased customer engagement today. As a result, providing the right services and implementing the right technology in your contact center has become critical.

Make use of the information presented above to gain a better understanding of contact center services and technologies. It will assist you in making an informed decision about which ones are critical to your business.


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