Call Centres vs Contact Centres

Tuesday, October 17th, 2017

Are call centres and business contact centres essentially the same thing?

There can be inherent similarities, but there are often very significant differences too, in that whilst outsourced contact centres operate as inbound call centres, they are further adapted to make the best use of our digital age. Furthermore, whereas some call centres rely mainly on the telephone, contact centre service providers often utilise additional more sophisticated communication tools such as social media, internet messaging, email and live chat.

Are outsourced contact centres an alternative to in-house customer services?

Technological innovation shows no sign of slowing down and consequently, it can be really challenging for any business to keep fully up to date with the latest communication trends.

To compete in what is now a 24/7 online world, businesses with in-house customer service teams must be prepared to constantly update hardware and software and then retrain staff all of which can divert scarce cash resources.

Consequently, more and more businesses now understand that outsourcing customer services to a professional and experienced inbound contact centre can be both cost-effective and ultimately result in a better overall customer experience.

So, could outsourcing work for your business?

Whether your business just needs help at busy times or perhaps you are considering outsourcing your entire customer services operation, mplcontact Sutton Coldfield can help find the right solution for you.  We can utilise some of the latest communication trends so that you can give your customers the support they need.

To find out more, please complete our enquiry form HERE or call us today on 0800 018 6009 to discover what mplcontact Sutton Coldfield, Birmingham can do for YOUR business.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society