The difference between call center and customer service – our business


The difference between call center and customer service – our business

The difference between call center and customer service In companies, it is a difference that depends mainly on the difference between call center tasks and customer service tasks. In fact, some people may get confused. They cannot tell the difference between call center and customer service. They may even think that the two terms have the same meaning and the same tasks. This is due to the similarity of the tasks of the call center and customer service, which is based on receiving calls and communicating with customers. But it is not. Where the call center department differs from the customer service department, there are fundamental differences, and each department has tasks, responsibilities and objectives that differ from the other department. From here, my friend, we will start today in our article through our trading platform to learn together the difference between a call center and a customer service. We will also summarize the call center duties and responsibilities for you. We will also provide a clear picture of the customer service tasks and various responsibilities.

The difference between call center and customer service

The difference between call center and customer service is as follows:

  • Call center or call center: It is a basic call center in every company that is managed by a team specialized in receiving customer calls and calling them for different purposes. Where the purpose of mutual communications may be to receive complaints or inquire about various matters in a more extensive and less in-depth manner than customer service. The tasks of the call center also vary according to its various departments. These sections are:
    • Sales Department: Its task is to receive calls from customers who wish to inquire about the company’s products and services. In addition to presenting the company’s products and services to customers over the phone.
    • Marketing Department: Its task is to make contacts for marketing services or even marketing for the company.
    • Complaints and Suggestions Section: It is responsible for receiving customer complaints about problems they face and related to the company’s products or services.
    • Technical Support Section: It includes a specialized team whose responsibility is to receive customer complaints and problems related to technical and technical matters.
  • While customer service or customer service: It is considered one of the most important departments in any company. It also includes a team specialized in receiving calls and solving deep and complex problems in a more specialized way than the call center method, which has a wide field and is not deep. Also, the powers of customer service employees are greater than those of call center employees. Customer service tasks are more specialized than call center tasks.
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Call center tasks

In general, the tasks of the call center are summarized in receiving the calls of the company’s customers and providing them with all the information they need regarding the company’s data or the products and services provided by the company as follows:

  • The mission of the tele sales department is to market the company’s products via telephone calls.
  • The task of the marketing department is tete market, which is to market the company’s services through internal communications by the company.
  • The function of the Complaints and Suggestions Department, which includes receiving customer inquiries and suggestions regarding the company’s services.
  • The mission of the Technical Support Department is to provide support to customers in the event of malfunctions in the company’s services. Especially telephone and internet companies.
Call center tasks

Call center tasks

Customer service tasks

In general, the customer service tasks are to receive the necessary calls and inquiries of the company’s customers. For example, the customer service department receives communications related to a major problem encountered by the customer when using the company’s product or services. In addition to specialized financial and technical problems. Where the job of the customer service employee is to obtain accurate information from the customer and provide him with satisfactory answers. In addition, it is possible to provide solutions and alternatives to the client in order to overcome the problem and solve it.

The difference between call center and customer service in terms of receiving calls

The difference between call center and customer service in terms of receiving calls can be explained by the following:

  • The tasks of the call center in terms of receiving calls: The team responsible for the call center receives calls according to the specialization of its various departments, namely sales, marketing, proposals and technical support. The call center team’s answers are also a bit general and superficial. It does not solve the deep problems faced by customers.
  • Customer service tasks in terms of receiving calls: The tasks of the team responsible for customer service are to receive calls from customers who direct major problems that need to find an immediate solution or provide an alternative to overcome the problem and achieve customer satisfaction.

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The difference between call center and customer service in terms of routing calls

The difference between call center and customer service in terms of routing calls is as follows:

  • The tasks of the call center in directing calls: The call center directs calls to achieve certain goals. For example, when a company conducts a marketing campaign, the task of the marketing team in the call center is to make contacts with specific customers to market the company’s products and services. And that is by presenting the features of the service or product in an attractive way that prompts customers to buy the product or subscribe to the service.
  • Customer service tasks in routing calls: Customer service tasks related to routing calls include following up on the wants and needs of customers. In addition to following up on customer problems until reaching their solution.
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The difference between call center and customer service in terms of systems

In general, the difference between a call center and a customer service in terms of systems is as follows:

  • Call center systems or cloud center systems: which are used by the call center team. They are smart systems for receiving calls for different purposes. It also ensures a permanent and effective communication with customers in a way that is free from obstacles and interruptions. In addition, it provides the ability to perform call center tasks and communicate remotely or online with customers without the need for the employee to be present at the company’s headquarters.
  • CRM or Customer Relationship Management: It is a system that expresses customer relationship management. It also includes a set of integrated modern tools and technologies that facilitate customer service tasks. It provides the ability to collect corporate customer data, save their information and identify their needs. Then analyze customer behavior and preferences. In order to achieve the best experiences for existing customers. So by knowing what they need in the future. Thus it is a database that can be referenced at any time. This helps to target new customers to the company more effectively.

It is worth noting that most companies adopt the method of linking the call center system and the CRM customer service management system. This makes the communication between the call center team and the customer service team more effective. It also ensures the integration of call center tasks with customer service tasks.

Read also: Customer service job interview questions and answers.

The difference between call center and customer service in terms of employee skills

There are common skills that call center and customer service employees must have. There are also skills that are specialized for employees in each department as follows:

  • Skills required for call center and customer service employees: In order for employees in the company to perform call center and customer service tasks to the fullest, they must have the following skills and specifications:
    • Effective communication skill.
    • and time management skill.
    • Then the skill of reading customers.
    • Also the skill of using positive language.
    • In addition to patience and calmness.
    • You must also be tactful.
    • Ability to work within a team.
    • Work under pressure.
    • Resilience and flexibility.
    • Along with a love of continuous learning.
  • Additional skills required for customer service employees: There are additional skills that employees must possess in customer service, and these skills are:
    • Negotiation skill.
    • Persuasion skill.
    • Problem solving skill.
    • Dialogue and conversation completion skills.

An example of the difference between a call center and a customer service

In order to get a clearer picture of the difference between call center and customer service, we can give you the following two examples:

Example of call center tasks

For example, suppose you are a customer of a bank and you have a problem with your own account with the bank. This is how you will contact the bank through the unified number, and then one of the call center employees will respond to you. Then you will tell the employee about your problem. Here you will find that the employee will ask you to wait until they refer you to the department responsible for solving the problem and will not be able to solve your problem on their own. This gives an idea of ​​the functions of a call center.

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Example of customer service tasks

Let’s take the same example above. Where you had a problem with your bank account. In this case, you contacted customer service via the designated number and presented your problem. You will find that the customer service agent has not referred you to another department. Rather, he will talk with you, inquire more about your problem, find a solution or suggest an alternative. You will notice that the customer service employee has a lot of experience and can deal with problems and solve them. From here it is possible to know the nature of customer service tasks.

Example of customer service tasks

Example of customer service tasks

Call center and customer service interview questions

There is no difference between an interview or interview questions, a call center and a customer service. The same questions are asked of call center and customer service candidates. These questions are as follows:

  • say something about yourself?
  • What does the word ADSL mean?
  • Why did you leave your old job, if any?
  • What do you know about the call center?
  • What do you know about customer service?
  • What made you choose to work in customer service?
  • What are the defects that you managed to get rid of?
  • Give me several reasons to hire you?
  • If customers get angry and lose their temper, what will you do?

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English Customer Service and Call Center Terms

After we learned the difference between call center tasks and customer service tasks, we can now identify the common terms between the two fields, including the following:

  • Customer Service Agent.
  • Call center manager.
  • Call Blending.
  • Expected Wait Time.
  • Missed calls not handled by Abandoned Call.
  • Interactive Voice Response system.
  • Calling Line Identity.
  • Automatic Call Distributor.
  • Call Routing System.
  • Average call handling time.
  • Average Talk Time.
  • The time between the two calls.
  • Call Recording.
  • Voice Response Unit.
  • Cloud call center could call center.
  • Automatic Speech Recognition.
  • Managing the quality of interaction with customers. Customer Experience Management.
  • Customer Relationship Management.
  • Customer satisfaction score.

In the end, and after we have reached the conclusion of our article today, we can say that we have provided you, dear reader, with the most comprehensive and clear picture of the tasks of the call center and the tasks of customer service. As we talked in boring detail about The difference between call center and customer service. Not only that, but we also provided you with the most important call center and customer service interview questions. This is on the grounds that this field is one of the important areas of work that all companies and institutions need.

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