Unlike call centers, which only handle telephone connections, contact centers have a variety of roles that combine to provide an all-encompassing solution to client and customer contact.
Contact centers can also offer a number of different services. One of the most popular is the support or help desk that answers technical questions from customers and assists them using their equipment or software. Support desks are often used by companies in the computing, telecommunications and consumer electronics industries.
Equally important are customer service contact centers that answer specific queries relating to customer issues. In the banking and utility sectors these are frequently used to answer customer questions relating to their account or payments. This type of service may even be used to respond to customer complaints and undertake strategies for dissatisfied customers.
Last but not least, there are contact centers that carry out sales and marketing activities; these can be performed through cold calling strategies and, increasingly, through live chat applications on company websites.
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