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A contact center or customer interaction center is a central point in an enterprise that is equipped to handle large amounts of customer telephone requests for an organization. It is basically a computer-based system that provides contact and call routing with specialist answering “agent” stations and a sophisticated real-time contact management system, for high-volume telephony transactions. It provides automatic contact distribution and inbound contact handling capabilities, combined with a high degree of sophistication in terms of dynamic contact traffic management.

Contact Center Activities:

The most common contact center activities are as follows:

  • General inquiries
  • Collect information
  • Sales support 
  • Product and service information
  • Technical support sales
  • Customer service and customer retention 
  • Polls and surveys

Types of Contact Centers

There are various types of Contact Centers which can be described as:

  • Inbound (when it is the customer who initiates contact) which includes general queries, account management, sales orders etc.
  • Outbound (when it is the contact center that initiates contact) which includes sales calls to new customers, proactive customer service, debt collection etc.
  • Blended (both inbound and outbound contacts are handled), which can turn very cost-effective and time winning when implemented correctly

Call center analytics

Call center analytics can be more than just a tool to improve contact center performance. Using the right approach to call center metrics in the process, acts as an important strategic asset in improving contact center performance. Implementation of call center analytics software solutions helps to analyze the customer behavior in driving continuous process improvement throughout the entire organization.

Contact center vs. call center

The prime difference between a contact center and a call center is that while a call center is focused on outgoing and incoming voice calls, a contact center can manage customers with both voice calls and data applications like instant messaging, e-mail, and in some cases will include the capability to share web pages sent to and from the customer.

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