Contrary to popular belief, call center outsourcing and contact center outsourcing are different. Even though professionals use the terms contact center and call center interchangeably. Today’s customers have more options than ever to contact a company for support. When it comes to outsourcing, it’s essential to understand the difference between the two to identify the right solution for your business.
An outsourced call center is typically responsible for answering inbound calls from customers. They may even conduct outbound calls to survey, sell products, or collect information from existing customers or prospects.
An outsourced contact center isn’t limited to just calls. Contact centers are responsible for serving customers across multiple channels, which include social media, email, live chat, forums, and phone calls.
