What search term brought you to this blog – was it “call center” or “contact center”? Which do you use on a regular basis?
More importantly, what term is the general public more apt to use?
Most people think call center. Plain and simple. But as email and live chat prevail as viable means of contact with customers online, will the term “contact center” finally prevail?
Call center focuses on calls. Plain and simple. Contact center is an all-inclusive term that takes into consideration the email and live chat services also outsourced by many companies today, and a term which will also include any future outsourced services (text message inquiries anyone? See my previous blog - Texting the New Calling?).
Many dictionaries include the term “call center” in their index, yet “contact center” has yet to gain wide-spread, formal use by clients who employ these services, despite the use of it by many service providers.
So again I ask – what got you here – call center or contact center? If it’s only a matter of time before contact center catches on, will it signal the end of “call center” as part of the English lexicon?
More importantly, what term is the general public more apt to use?
Most people think call center. Plain and simple. But as email and live chat prevail as viable means of contact with customers online, will the term “contact center” finally prevail?
Call center focuses on calls. Plain and simple. Contact center is an all-inclusive term that takes into consideration the email and live chat services also outsourced by many companies today, and a term which will also include any future outsourced services (text message inquiries anyone? See my previous blog - Texting the New Calling?).
Many dictionaries include the term “call center” in their index, yet “contact center” has yet to gain wide-spread, formal use by clients who employ these services, despite the use of it by many service providers.
So again I ask – what got you here – call center or contact center? If it’s only a matter of time before contact center catches on, will it signal the end of “call center” as part of the English lexicon?
nice post and keep giving updates on call center outsourcing
Posted by: michael jacob | September 10, 2010 at 12:22 AM
Well your post reminds me of the movie "One night at Call center" and was fascinated by your thought of Classification.
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Posted by: call center services | September 16, 2010 at 07:49 AM
However this is a big deal for online marketers specially the seo's. They really would need to pin point which one is more appropriate for the company because this affects the serp rankings of a website.
Posted by: customer call center | December 02, 2010 at 12:42 AM
Your post give some idea for the peoples who thought it as different
Posted by: BPO Services India | December 06, 2010 at 06:30 AM
Contact Center
Posted by: raj | December 21, 2010 at 06:21 AM
chk this..
http://www.inin.com/ProductSolutions/Pages/Contact-Center.aspx
Posted by: raj | December 21, 2010 at 06:22 AM
It seems to be a lexical use that's spreading in mature markets that are adopting all encompassing services (including email/sms/chat) to separate from the tarnished perception of 'offshore CALL centers' where customer service is poor.
Posted by: Rob | January 11, 2011 at 12:27 AM
Call center key phrase is more often use for bpo related services. However, many companies are already competing on this search term and its really hard for anyone to get on top. However, it's much better to add another word like "inbound call center", this is a derivative keyword which does not only put you on inbound call center niche but also on call center key term
Posted by: customer call center | March 28, 2011 at 04:26 AM
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Posted by: cheap coach bags | June 24, 2011 at 02:10 AM
Well, it is call center for me.
Posted by: call center service | July 29, 2011 at 03:20 AM
Glad to visit your blog. Thanks for this great post that you share to us...
Posted by: Indian call center | October 11, 2011 at 05:05 AM
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Posted by: Cheap Jordans | November 11, 2011 at 12:58 AM
Your post is interesting what should be the difference between contact center or a call center.
Posted by: Call Center | November 21, 2011 at 12:51 AM
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Posted by: Sinrex | December 15, 2011 at 01:34 AM