What’s the difference between a call center and customer service?
At a call centre, agents handle inbound call centre services or outbound call centre services, or sometimes, a blend of the two — through phone calls. Call centres are equipped to handle a large volume of calls — incoming and outgoing. Call centres largely handle sales, customer service and order processing, etc.
If businesses experience a high volume of calls, it would make better sense to engage a call centre outsourcing services companies to handle calls in a professional and efficient manner. Some call centre services employ IVR systems or Interactive Voice Response systems that help the caller to an extent. It can help callers resolve a few issues on their own as a kind of self-help system. It can also help route the calls to the right person or department. However, at a contact centre this self-help is available via chat bots and text messaging too.
Call centre services aim to attend the maximum number of calls and try to resolve issues as fast as possible within a phone call.
Customer service on the other hand is the extension of support before, during or after the purchase of a product or service. Businesses that strive to provide excellent customer service consistently reap several benefits, including an increase in revenue.
Customer service — both good and bad — has an impact on businesses. Good customer service has a positive effect on the business bottom line. Whereas, bad customer service drives customer and employees away, affects brand reputation and takes away the trust. It can have a serious negative impact on your business. It will hurt your business.
Customers purchase more from brands that offer excellent customer service. Customer service is the number one factor that affects customer’s trust in your brand. However, customers tend to stop buying after even one negative customer experience.
Customer service interactions are important and this is where call centre services or call centers come in. These call centres receive calls from customers seeking resolution to their problems. Hundreds of queries and complaints are handled by each agent, trying to extend fast resolutions as part of good customer service.
Thus, interactions at call centre services are part of the customer service a brand extends. And it is important to ensure a positive influence on the customers to build and maintain brand loyalty. Phykon is always for you regarding inbound call centre services and call centre outsourcing services.
