What does a contact centre do?

A contact centre is as the name suggests a point of contact between the customer and a client. The contact centre handles everything from technical support to customer service related enquiries, and many other duties as required by the client.

What is the difference between a call centre and a contact centre?

A call centre is similar to a contact centre (you could consider a call centre a function of a contact centre) but only services inbound and outbound calls.

What are the different types of contact centres?

Contact centres can have a variety of functions. Some handle only inbound calls, some only outbound. Many modern contact centres are now omni-channel, which means they handle enquiries and support in different mediums, ranging from online chats to phone calls.

Why is the contact centre so important?

A contact centre is the primary point of contact between a business or brand and their customers, which is why it's crucial customers feel listened to and understood, and have their issues or questions resolved quickly. A contact centre is important as it's an opportunity for a business to interact with its customers and have a positive, lasting impact.