Do you know the difference between call centers and customer service? Many people don’t, and they assume they are the same thing.
They are not!
This blog will discuss the differences between call centers and customer service. Further, we will also discuss how each can benefit your business.
Difference Between Call Centers and Customer Service
Call centers are designed to primarily take inbound calls from customers and help them with their inquiries. They are usually automated systems, with customer service agents working remotely to handle the calls.
On the other hand, customer service is more focused on providing customer support and assistance. You can do this by giving advice, answering questions, troubleshooting problems, and ensuring customer needs are met.
You can give customer service in person or on the phone. But, it can also be done via email and other digital channels.
Benefits of Call Centers
Here are some benefits:
Efficiently Handles Large Volumes of Calls
Call centers handle large volumes of calls effectively and efficiently. This means that customers can immediately answer their inquiries.
Using a call center can help reduce costs, as they usually have fewer people than customer service departments. This means that businesses can save money on salaries and other overhead expenses.
Has 3 ways of calling the System
Call centers have 3-way calling systems, which allow customer service agents to transfer calls to other departments if necessary. This helps ensure that customers get the right help quickly.
Based on Sales, Marketing, and Purchases
Call centers are also typically used for sales, marketing, and purchases. This allows businesses to quickly process orders and support customers who have questions about their purchases.
Benefits of Customer Service
Here are some benefits of customer service:
Provides Personalized Support
Customer service departments can provide personalized support and assistance. This means that customers get the assistance they need in a timely manner.
Improves Brand Loyalty
Good customer service can help improve brand loyalty, as customers feel respected and valued by the company they are dealing with. This can help increase customer retention as well as loyalty in the long run.
Based On After Sale Experience
Customer service is based on after-sale experience, meaning that customers get help even after they have purchased a product or service. This helps to ensure that customers are satisfied with their purchase and are more likely to make future purchases.
Don’t have an IVR System
Customer service departments don’t have an IVR system. This means that customers can speak directly to a representative instead of having to go through a series of automated menus.
Ultimately, both call centers and customer service have their own benefits and drawbacks, so it is crucial to find out what works best for your business. Understanding the differences between call centers and customer service can ensure that your customers get the best support possible.
A successful company like Sendchamp has a good call center as well as good customer service.