What is a Contact Center?

Switchvox Call Center: What is a Contact Center?

A contact center is a term describing the central organization and processing of business communications. In other words, calls arrive at the same place, usually a call center, where they can be answered, directed by a convenient menu of options via Interactive Voice Response (IVR) prompts, or transferred to the right agent or extension.

Contact centers are an obvious necessity for large enterprises, but many small and medium-sized businesses are left grappling over whether or not they are maintaining a contact center without even realizing it.

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Does Your Business Have a Contact Center?

In nearly any industry, the business phone system is central to communicating with customers, and the way customer communications are handled can be a way to differentiate yourself among your competitors.

But a call center is not as simple as just getting a phone answered. It includes everything from making sure calls are routed to the appropriate person, minimizing how long customers have to wait, as well as allowing people to bypass the wait and immediately gain the information they need or process a request quickly.

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Explore the UC features that improve customer experience and call management

3 Indicators Your Business Has a Contact Center

1. You Have Staff Dedicated to Handling High Call Volume
If your phones are ringing around the clock, you likely have staff whose main job is to answer these calls and provide superior service to customers. Whether it’s a small support team or a large operation, this is a strong indicator of a contact center.

2. Customers Call a Designated Number to Reach Their Desired Destination
Rather than sending customers straight to a particular department or extension, it might be more beneficial to offer a one-stop call center support destination. Whether that number utilizes Interactive Voice Response (IVR) to guide callers, or they immediately reach an agent, chances are you’re already utilizing a contact center.

3. Support Staff Depend on Phone Communication
While some sales and service teams use chat systems, call center phone communication is still the method of choice for callers and colleagues. If your support staff relies heavily on the office phone system, you have a contact center.

Benefits of Contact Center Functionality

Boost Customer Experience

Call experience can make a big impact on customer satisfaction. Features such as Interactive Voice Response (IVR), hold music, and status messages help guide callers and keep them informed as they move through the queue.

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Improve Service Time

Call queues and customer relationship management (CRM) integrations allow sales and service teams to organize calls based on availability, as well as easily access customer data, to better address the caller’s needs.

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Simplify Communications Procedures

Utilizing integrated chat features and presence indicators can help sales and service teams effectively manage a call and promptly answer customer questions – all while simplifying call center staff communications.

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Enhance Staff Training

With a contact center solution, permitted users can utilize call recording and reporting, as well as barge, monitor, or whisper features, to gather data and take a hands-on approach to training.

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