The ultimate call center guide

Telemarketing companies have long been criticized for their intrusive behavior. Many companies are reluctant to use this channel for fear of alienating their customers and prospects. Today, the bad opinion of call centers is no longer justified and is replaced by satisfaction. Call centers have become an indispensable part of many marketing strategies. Read this blog to learn more about call centers.

How does a call center work?

As mentioned above, a call center is a company that specializes in the process of marketing through telephone calls to potential customers, called "leads" in the industry. For more information, visit the 
customer service call center. Goods or services are offered for sale through direct contact. These telephone sales can be carried out by the internal department of a company or by an external service, a call center. For many companies, this is an important and critical link in the sales process, responsible for the brand awareness, growth and success of the company and its products/services. When talking about call centers, a distinction is often made between inbound and outbound calls. While in most cases a combination of both is used, there are many call centers that primarily handle inbound calls. 

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

When searching for contacts, the terms "call centers" and "contact center" can be used interchangeably. Nowadays, both terms have the same meaning. However, this was not always the case. For a long time, telephone support was essential. However, about ten years ago, customers began to prefer other channels of communication with sales and service departments. During this transition phase, the term "contact center" was introduced to describe a hybrid (for the time) team that could communicate with customers via email, chat, instant messaging and other modern technologies. In order to meet new customer expectations, companies are focusing on a seamless multi-channel experience, and call center-only services are a thing of the past. Today, the two concepts differ only in perception.