Differences between call centre software and contact centre software

Level: Beginner

When a company is faced with a high volume of customer enquiries, the need for software to manage them becomes obvious. 

There are two main solutions on the market: call centre software and contact centre software. By answering these four questions, you’ll have a clear understanding of which is better for you.

1. WHAT CHANNELS DO YOUR CUSTOMERS USE?

If your only customer contact channel is a helpline, call centre software will enable you to handle calls quickly and efficiently.

However, if you have alternative contact channels or are planning to add them in the future, we recommend that you choose a contact centre programme that allows you to manage calls, emails, online website chats or WhatsApp messages simultaneously.

2. DO YOU WANT TO AUTOMATE ENQUIRIES?

Call centre software is designed for agents to comfortably manage calls, but it usually lacks self-service functionality.

Meaning, that it doesn’t allow to add virtual agents in charge of answering customers queries without human agent supervision.

This functionality is typically used to automate simple questions such as telephone line balance, meter readings, the location of a parcel, etc.

Neither is ready to integrate with third-party tools such as CRMs to synchronise customer data or automate certain After Call Work tasks.

This is where contact centres have an advantage – it makes perfect sense – because when they were first introduced, call centre programmes were not updated with this type of functionality.

3. WHAT METRICS DO YOU NEED TO MEASURE?

While most call centre call management tools allow you to measure basic KPIs such as call volumes and hold times, they usually don’t go much further. 

Contact centre programmes not only allow you to view quantitative KPIs across all integrated channels, they also provide – on a daily basis – qualitative metrics such as Net Promoter Score (NPS), Customer Satisfaction Survey (CSAT) results and, if integrated with Artificial Intelligence, general query insights.

FINAL THOUGHTS

Choosing customer service software is like buying a new car. You’ll need to consider your budget and weigh up the pros and cons before making a decision. 

It’s important to ask yourself what you need now, but also what you’ll need in the future. Like cars, customer service programmes are a long-term investment.

If you need guidance or want to see the features of a contact centre programme first-hand, our team of experts is always available to provide personalised demos. Schedule yours by calling +34 900 670 750 or using the chat below.