Contact or Call Center: What’s in a name?
Traditionally, contact centers have been called call centers. The newer name-contact center-reflects the fact that more than just phone calls are being handle. Many call centers have evolved over the years to do much more that just answer phones.
Bottom line, it’s up to the customer to decide how they want to communicate with your company, and it’s up to your company to respond appropriately through it’s contact center.
Some companies choose to separate the handling of customer contacts by medium. For instance, a company may establish a department for inbound calls, one for outbound calls, and a group for email. Some companies, especially smaller ones opt to create “universal agents” who handle all type of contacts. Companies create universal contact agents for reason of efficiency and service, and often because they find it easier to train agents in product or service information.
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