Virtual Contact Center: How Does It Differ from A Call Center?

Customer care centers come as the primary choice for any business venturing out to provide exceptional services to their clients. Customer care centers like contact centers and call centers are a great way to engage with the customers and do a great job at customer retention as well as attracting new customers.

Many companies believe that choosing a customer care service is an easy business, however, they are more diverse than they seem. There are call centers, contact centers, and virtual contact centers. Businesses often think that both these terms represent the same service and commit the mistake of choosing just any, only to realize that it doesn’t do justice to their requirements.

Call Center Vs Contact Center: What’s the Difference?

Contact centers and call centers do have the same purpose of engaging with customers and helping them out with their queries. But the method or communication channel used by both the solutions differ. This marks the first difference between a contact center and call centers.

While call centers use only voice calls for customer communications, contact centers have multimedia options like email, chat, voice call, etc. to connect with customers, making contact centers vastly more superior to call centers. Virtual contact centers take things a step further and enable true remote operation through cloud services and Voice over Internet Protocol (VoIP) . In other words, a working methodology that enables agents having access to an IP (broadband) connection to work in different parts of the world.

This advantage that virtual contact centers have in terms of freedom is one of the major reasons why today’s businesses are increasingly adopting contact centers over traditional call centers. A virtual contact center can integrate remote offices, outsourced locations and company headquarters, allowing people who are spread across different geographies to operate seamlessly as a team.

Some of the key benefits of virtual contact centers over call centers include:

  • Remote Operation: The agents of the company need not be in the same room, let alone in the same country. The virtual contact center software ties everything up together through cloud services so that there is no discrepancy in their working.
  • VoIP Telephony Support: VoIP telephony is the reason why contact centers and Virtual contact centers are much more advanced than call centers. VoIP or Voice over Internet Protocol uses the internet to send and receive data, leaving the shackles of line based communication. It brings in the added functionalities of email, web chat, document sharing, etc.
  • Agent Optimization: Virtual contact centers is capable to efficiently utilize the distributed workforce across different parts of the world by matching a relevant agent with the customer based on multiple factors such as reason of interaction, time zones or the channel of communication.
  • Less Hardware Requirement: With virtual contact centers, the software part of the operation is handled by the service provider, hence, there is no need for any processing hardware to be present on site, effectively making virtual contact centers a part of hosted services or off-premise services, predominantly cloud-based.
  • Real-time Reporting & Analytics: With contact centers, agent performance and client satisfaction levels are recorded in real time. Making it easier for report creation and helping managers to better structure the work ecosystem. In addition, tools like analytics take customer service a step further by allowing agents and managers to understand customer behavior before even the call comes in.

Virtual Call Centers Is the New Benchmark in Call Center Services

The rush towards the adoption of virtual contact centers, when compared to call centers, is also due to their superior call management system.

With call centers, the queueing technique employed by line based systems makes call management inefficient. However, with virtual contact centers, the queueing system is replaced with a distribution system that connects calls promptly to available agents. Saving time and increasing customer satisfaction at the same time!

Virtual contact centers use the cloud as the mainframe for data transmission and communication and ease of use. Since virtual contact centers support remote operation, companies have a wide pool of prospects that they can choose from in the agent recruitment process.

A distinctive difference between a call center and a contact center is present within the name itself. While a call center allows customers to call your business, a contact center essentially helps your business to contact the customer through any channel. However, choosing between a call center and a virtual contact center is often dependent on how your customers like to communicate with your business.

Call centers rely on their technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center you get world-class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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