Difference between a Call Center and Customer Service

Introductory! The Verbal Meaning Customer Service:

The Customer Service Can Be Defined In the Following Words   

A customer service is usually an inbound setting that is mainly focused on receiving calls and solving problems and queries. Since there are not many agents available, the available representatives are trained to handle multiple scenarios until they have reached a proper resolution. A customer service revolves around providing technical support, aftersales services and general information to existing customers.

A customer service provided by a phone operator on behalf of company to the customers for the following reasons

  1. Proper product information
  2. Order parts
  3. Order placement
  4. Payment help and confirmation
  5. Order delivery
  6. technical support
  7. Schedule service for meeting or presenting
  8. Coordinate with the sales department
  9. Product configuration and installation

But the main agenda is to make sure that “customer is satisfied”

 The Verbal Meaning of Call Center Services

A call center is mainly responsible for handling inbound, outbound and sometimes blended calls for purposes such as sales, promotion, aftersales services and technical support. The agents are usually trained to handle overflow calls, afterhours calls and urgent calls all under one roof. They are usually required and trained to take or make multiple calls and answer as many questions as they can as quickly as possible. A call center is also fully equipped with a well-connected routing system which allows calls to be transferred immediately to other departments or reps whenever needed.

  1. makes outbound calls
  2. takes inbound calls
  3. contract work from clients to companies and from companies to companies
  4. telemarketing sales
  5. marketing surveys
  6. voter campaigning and canvassing

Comparison

Providing You with a Clearer Picture

callcenter-customerservices

Call Center

  1. Usually has a three way calling system along with intelligent reporting and power dialing for error-free call handling
  2. The number of agents and workstations can exceed to more than 100 sometimes reaching to 200 or 300 computers and agents
  3.  A call center could be based on sales, marketing, purchases, aftersales and technical support services
  4. May also communicate through non-voice methods such as email, social media, SMS and fax
  5. A call center may also provide the services of a virtual assistant to manage multiple tasks for other small and large scale businesses
  6. The agents are trained to provide afterhours services, urgent call handling, overflow call handling for businesses of all kinds anytime, anywhere
  7. A call center may have an IVR(Interactive Voice Response) and an ACD(Automatic Call Distributor) system to ease the work burden
  8. Whisper Coaching and Call Barging system is usually maintained in order to train new agents or stay away from all sorts of inconveniences
  9. Longer agent talk time because the callers are normally existing or potential clients looking for suggestions or assistance
  10. Most call centers are equipped with CTI (Computer Technology Integration) and  reach more customers and prospects on a daily basis

 

Customer Service

  1. May not have a three way calling system or a power dialing system or any of the mentioned features
  2. The overall strength of agents is usually very small in number minimum one or two and maximum ten or twenty
  3.  A customer support is mainly based on aftersales services or as a company information helpdesk
  4. May not have the time or resources to provide non-voice facilities specially social media, SMS or fax
  5. A customer service provider does not have the infrastructure or the lineup of agents to provide virtual assistants to either small or large scale businesses
  6. The agents may work during the 9 to 5 slot with no afterhours services, urgent call receiving services or overflow call handling
  7. Since there are not many agents and departments, therefore, they may not have an IVR(Interactive Voice Response  and an ACD(Automatic Call Distributor) system
  8. Usually a small number of highly trained and experienced agents are hired in order to stay away from any training sessions
  9. Lesser agent talk time because the number of agents is usually limited and no business wants to keep the call on hold
  10. A customer service center may not always be equipped with a CTI system and may only deal with the existing customers

 

 

customer support services- callcenterservices

Solutions and Recommendation

Is A Call Center Always A Better Option?

Call Center

When we take a look at the setup of a call center business, we would witness that such kind of business is usually focused on assisting a large number of clients. Any call center is highly recommended for businesses that have to accommodate a large number of clientele and lack a fully functioning call center services. Any call center has the ability to provide 24 hour services to businesses belonging to multiple industries. The agents are industrially adept, skilled and experienced to handle all sorts of situations and procedures. A call center can take off most of the client related burden.

“Call Center” Unique Factors to Handle Phone Calls

  1. Dependable infrastructure and future ready equipment
  2. Multiple workstations to handle heavy call inflow and outflows
  3. Backup agents to avoid on hold calls

Company Name: The Call Experts : “www.thecallexperts.com

 Prominent Clients

at&t : www.att.com

Services

  • Call answering services
  • Email management
  • Overflow call handling
  • Outbound calls

The schedule of accommodating clients can be hectic and The Call Experts have helped ease the burden by providing their inbound/outbound call services in the best possible shape

Netscape: isp.netscape.com

Services

The sales of the company have witnessed a 10% growth since Netscape handed over its marketing and sales based procedures to Call Experts.

Airtel: www.airtel.in

Services

  • Inbound call answering services
  • Email management
  • Live chat support
  • Outbound sales and promotion

Most of the procedures specially related to sales and data management have been simplified for Airtel improving the overall sales ratio and productivity of the company.

Customer Service

Due to the limited strength of agents, a customer service provider may not always be beneficial for businesses that want to generate leads, avail marketing services or provide all sorts of voice and non-voice amenities to their clients. The infrastructure, services and equipment restricts a customer service provider to a limited number of procedures.

“Customer Service” Unique Factors

  • Specialists at providing aftersales services
  • Smaller setup, quicker response time
  • Thick skinned and flexible agents

References

Company Name: Answerconnect:  http://www.answerconnect.com/people

Gratified Clients

Technova Group Inc. www.technova.com

Services

  • Email management
  • Inbound help desk support
  • Live phone answering services
  • Outbound call services

The Technova Group Inc. has been able to focus on other important things while Answerconnect handles all their inbound and outbound calls with complete effectiveness.

National organization for the Professional Advancement of Black Chemists and Chemical Engineers: www.nobcche.org

Services

  • Social media management
  • Inbound/outbound phone calls
  • Email management
  • SMS marketing

NOBCChE have been able to reach their goals and objective easily after all their inbound and outbound calls have been taken care of by Answerconnect.

220 Riverside Apartments:  www.220riversideapartments.com

Services

  • Email management
  • Phone answering services
  • Virtual assistant
  • Social media management

Selling apartments have become easier for Riverside Apartments as their data management, marketing and sales procedures have been take care of.

How Can a Call Center Simplify Procedures for You

The work nature may somehow be the same of both the call center and a customer service, but the size, infrastructure and equipment of both these services may be different. If we do a detailed analyses of both these services, we might get confused at first, but may start getting a clearer picture once we dig deeper. A call center is usually a large setup with a huge workforce and top notch infrastructure. A number of call centers also provide customer services to multiple businesses through outsourcing. Businesses that have their own customer service usually have two or three customer representatives who handle multiple customer queries, aftersales and research based procedures around the clock. The main difference between a call center and a customer service is the size of the network therefore, large and well established businesses should always opt for a call center to get the best results.