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Diferencia entre call center y contact center

Diferencia entre call center y contact center

¿Qué es un call center? Cuando hablamos de servicio de atención al cliente, call center y contact center son los términos más habituales que se nos vienen a la mente en cuanto a atención personalizada se refiere.

Sin embargo, también es común que muchas personas no sepan distinguir qué es un call center y qué es un contact center. Es más, la mayoría tiende a pensar que ambos términos definen un mismo servicio. Nada más lejos de la realidad, ya que, si bien comparten un mismo objetivo —ofrecer un nivel de servicio de atención al cliente óptimo destinado a vender los productos o servicios de una empresa—, cada uno de ellos tiene particularidades propias y sus diferencias son bastante claras.

Por eso, en este post queremos explicarte de qué hablamos cuando hablamos de call center, cómo funciona, cuáles son las funciones de un call center o qué tipos de call centers existen. ¿Quieres saber más? ¡Sigue leyendo!

¿Qué es un call center y cuáles son sus

cometidos principales?

En primer lugar es imprescindible definir qué es un call center y a qué nos referimos cuando hablamos de él. Tal y como su nombre indica, un call center es un centro de llamadas telefónicas. Es decir, un “centro de llamadas” es un servicio centralizado que gestiona y maneja el tráfico de llamadas tanto entrantes como salientes de un determinado cliente.

Y lo hace a través de un único canal: una red telefónica con un equipo de trabajo formado por múltiples agentes que reciben llamadas constantemente. De esta forma, en un call center se manejan simultáneamente diferentes llamadas que según el tamaño de la empresa a la que da soporte, puede ser más o menos grande. Para ello puede mantener a algunos usuarios en espera mientras atiende a otros, siempre ofreciéndoles atención en función del orden en el que han entrado sus llamadas.
Sus principales cometidos son la atención telefónica al cliente (llamadas entrantes) y/o las llamadas salientes en busca de leads y de la realización de ventas o el cierre de contratación de servicios.

¿Qué tipos de call center existen?

Así, teniendo en cuenta lo anterior podemos distinguir entre dos tipos de call center:

  • Call center inbound: un call center inbound es un tipo de centro de llamadas donde es el equipo de atención al cliente quien espera las llamadas de los usuarios para solucionar dudas o atender reclamaciones.
  • Call center outbound: al hablar de call center outbound nos referimos a un centro de llamadas donde, por el contrario, son los agentes quienes realizan diferentes acciones para contactar directamente con clientes potenciales para ofrecer un determinado producto o servicio con el objetivo de conseguir y fidelizar nuevos leads y, finalmente, cerrar ventas.

¿Cuáles son sus principales funciones?

Tal y como explicamos en uno de nuestros últimos posts, un contact center puede actuar igual que un call center pero su trabajo se extiende a otros canales. Así, el soporte y servicio de atención al cliente por parte de los agentes no se realiza únicamente de manera telefónica sino que se amplía a otros canales como chats en línea, servicio de mensajería instantánea en redes sociales o correo electrónico, entre otros.

De esta forma, para proporcionar un servicio adecuado a través de todos los canales de comunicación es fundamental contar con un software para contact center que permita integrar todos ellos de forma rápida, sencilla e intuitiva.

Diferencia entre call center y contact center

Los contact centers están experimentando una serie de cambios que, en gran parte, están alterando definitivamente el statu quo. La principal diferencia entre call center y contact center es, como decíamos unas líneas más arriba, el canal a través del que prestan servicio al cliente y para la empresa. Mientras un call center funciona con un único canal, el telefónico, un contact center ofrece una atención multicanal: teléfono, mensajería instantánea, redes sociales, chat o email.

Este último se adapta a las nuevas tecnologías, la digitalización y los hábitos de consumo actuales para estar presente a través de diversos medios y canales, siempre favoreciendo la interacción con el cliente en el medio que más cómodo resulte a este.

Mientras un call center funciona con un único canal, el telefónico, un contact center ofrece una atención multicanal; teléfono, mensajería instantánea, redes sociales, chat o email.

Otra importante diferencia entre call center y contact center es su cometido. En el caso de un servicio de call center, este se centra en llamadas entrantes y salientes (inbound y outbound). Habitualmente las llamadas entrantes se ocupan de dar soporte técnico y atención a las demandas de los clientes, dudas o quejas. Las salientes suelen realizarse para vender productos o servicios, para realizar realizar encuestas post venta de seguimiento y fidelización de los clientes, etc.

En cuanto a los cometidos de un contact center son los anteriores pero, además, otros propios de los canales a través de los que ofrece su servicio. Aquí se incluyen el asesoramiento pre venta o como el acompañamiento durante la misma como ayuda en los pasos precisos si el cliente lo necesita.

Así mismo, ofrece servicios como el chat en línea de atención y otros propios de la implantación de las nuevas tecnologías propias de la era digital (o, como ya hemos dicho en algún momento, la llamada “era phygital”). Su trabajo principal podría resumirse en mejorar la satisfacción del cliente y el usuario a través de múltiples canales.

Call center: ¿es un contact center su evolución

lógica en la era digital?

Muy al hilo del concepto phygital, un contact center podría ser la evolución lógica de un call center. Especialmente si tenemos en cuenta su objetivo principal: elevar la experiencia de marca de una empresa a través de la combinación del mundo físico (offline) y el entorno digital (online). Lo que conocemos como las “Tres I’s” (inmediatez, inmersión e interacción), un contact center podría ser la evolución lógica de un call center.

Esta es, al menos, la forma de expresarlo de algunos expertos. Aunque un call center sigue siendo un servicio muy válido y totalmente recomendable para algunos tipos de negocios, otros deben avanzar en la omnicanalidad y ofrecer a sus clientes un servicio globalizado que les permita contactar, según sus preferencias o momentos, por uno u otro canal. El desafío digital necesario en la mayor parte de las empresas hace que los call center clásicos vayan evolucionando para convertirse en contact centers.

Otros, sin embargo, deben avanzar en la mencionada omnicanalidad y ofrecer a sus clientes un servicio globalizado.

Qué es mejor para mi empresa, ¿un call

center o un contact center?

En esto no hay respuestas absolutas que puedan darse de forma general. Debes tener en cuenta tanto tu tipo de negocio como el servicio de atención al cliente que quieres dar. Y además, la interacción que deseas tener con el usuario.

Ahora que ya hemos mostrado la diferencia entre call center y contact center, es importante dar respuesta a dos preguntas:

  • Qué tipo de servicio quieres ofrecer.
  • Qué cometidos deseas darle tanto para una mejor relación con el cliente como para el éxito de tu negocio.

La respuesta a estas cuestiones te dirá qué es más importante para tu negocio: un servicio call center o uno de contact center. Para obtener una respuesta basada en datos reales de tu empresa y tus proyectos actuales y futuros, es recomendable encargar una valoración técnica profesional. Esta te mostrará de forma clara y argumentada qué opción es la más adecuada para tu empresa y por qué.

Contact center omnicanal: descubre

nuestro software

Contar con un buen software de contact center omnicanal es fundamental para brindar a los usuarios la mejor experiencia. ¿De qué manera? A través de un servicio de atención al cliente impecable que consiga fidelizarlos y aumentar el rendimiento de tus agentes.

Ponte en contacto con nosotros y solicita una demo de nuestro software para call center.

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  • SELECT `m`.`tag_id`,`t`.* FROM `tideas_contentitem_tag_map` AS `m` INNER JOIN `tideas_tags` AS `t` ON `m`.`tag_id` = `t`.`id` WHERE `m`.`type_alias` = :contentType AND `m`.`content_item_id` = :id AND `t`.`published` = 1 AND `t`.`access` IN (:preparedArray1,:preparedArray2)259μs5.22KBParams/libraries/src/Helper/TagsHelper.php:364Copy
  • SELECT `enabled` FROM `tideas_extensions` WHERE (`element`='com_sppagebuilder') AND (`type`='component')178μs872B/plugins/content/sppagebuilder/sppagebuilder.php:218Copy
  • SELECT `c`.`id`,`c`.`asset_id`,`c`.`access`,`c`.`alias`,`c`.`checked_out`,`c`.`checked_out_time`,`c`.`created_time`,`c`.`created_user_id`,`c`.`description`,`c`.`extension`,`c`.`hits`,`c`.`language`,`c`.`level`,`c`.`lft`,`c`.`metadata`,`c`.`metadesc`,`c`.`metakey`,`c`.`modified_time`,`c`.`note`,`c`.`params`,`c`.`parent_id`,`c`.`path`,`c`.`published`,`c`.`rgt`,`c`.`title`,`c`.`modified_user_id`,`c`.`version`, CASE WHEN CHAR_LENGTH(`c`.`alias`) != 0 THEN CONCAT_WS(':', `c`.`id`, `c`.`alias`) ELSE `c`.`id` END as `slug` FROM `tideas_categories` AS `s` INNER JOIN `tideas_categories` AS `c` ON (`s`.`lft` <= `c`.`lft` AND `c`.`lft` < `s`.`rgt`) OR (`c`.`lft` < `s`.`lft` AND `s`.`rgt` < `c`.`rgt`) WHERE (`c`.`extension` = :extension OR `c`.`extension` = 'system') AND `c`.`access` IN (:preparedArray1,:preparedArray2) AND `c`.`published` = 1 AND `s`.`id` = :id ORDER BY `c`.`lft`420μs6.03KBParams/libraries/src/Categories/Categories.php:360Copy
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  • SELECT `a`.`id`,`a`.`title`,`a`.`catid`,`a`.`language`, CASE WHEN CHAR_LENGTH(`a`.`alias`) != 0 THEN CONCAT_WS(':', `a`.`id`, `a`.`alias`) ELSE a.id END AS `slug`, CASE WHEN CHAR_LENGTH(`cc`.`alias`) != 0 THEN CONCAT_WS(':', `cc`.`id`, `cc`.`alias`) ELSE cc.id END AS `catslug` FROM `tideas_content` AS `a` LEFT JOIN `tideas_categories` AS `cc` ON `cc`.`id` = `a`.`catid` WHERE `a`.`catid` = :catid AND `a`.`state` = :state AND `a`.`access` IN (:preparedArray1,:preparedArray2) AND (`publish_up` IS NULL OR `publish_up` <= :nowDate1) AND (`publish_down` IS NULL OR `publish_down` >= :nowDate2) ORDER BY `a`.`created` DESC821μs10.78KBParams/plugins/content/pagenavigation/pagenavigation.php:186Copy
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