You Use Social Media – You Need A Contact Center

John Ross

Answering services, call centers and contact centers: What’s the difference? Hint: If you use social media, you need a contact center! Traditional answering services have been used for taking after hour messages. They are designed to keep callers minimally served. Some old school medical practices use them to vet calls, passing on only the most urgent messages in real time. Very few of these agents are professionally trained. Answering services sprung up organically to meet minimum necessary standards of clients who felt obligated to keep 24/7 schedules. They can pass over callers over to helpful IVRs and other premade response options, but have a limited number of options beyond simple messaging.

Call centers came into being as a purpose-driven service. Call center agents received training and professionalized the answering services. Inbound call centers offered large businesses a way to provide more personalized care for their products and services. Many will remember when the Late Night comedian, Dave Letterman, would make his annual call to the Butterball® Turkey Talk-Line®. It was a humorous to hear how sincerely the Butterball® representatives answered his loaded, juvenile questions. The point being that the Butterball® company cared enough about its product enough to set up lines every November and December to help their customers cook a perfectly, moist tender turkey. By the way that simple call center Butterball® started in 1981 with 6 home economists has become a holiday institution with more than 50 full time operators that answer over 100,00 questions between Thanksgiving and Christmas.

By the same token, the outbound call center for marketing purposes has become one of the least liked institutions in America. These call centers make cold calls and fast talk their way into your dinnertime. In the late 90s, their intrusive behavior led to states’ Attorneys General across America and the FCC to regulate the times they can call, and whether or not they even can call you without your permission. That is the deal with call centers: the good and the bad.

As for services, call centers do messaging-taking and live transfers to supervisors when the call gets escalated beyond the restrictive script call agents are instructed to follow. The agents are trained to process calls efficiently, so how quickly they can close the call matters much more than any desire to satisfy the caller. They can take inbound call messages, transfer calls and they can make outbound calls. They are more agile and versatile than most answering services, but are not encouraged to stray beyond their script.

Contact centers are built precisely to increase customer satisfaction. Their agents are the most trained in the industry. Unlike call center agents, contact center agents use minimal scripts to capture relevant contact information, and then they quickly move to resolve the caller’s issue. They also handle all types of communications including texts, chats, emails and calls. The popularization of technology such as instant chat from websites and cell phone texts led to the creation of the contact center. Results of the calls are speedily delivered to the clients when they receive an action item: for example, when a dentist has a new patient appointment scheduled by a contact center agent for the following day, the agent sends a text message and email, or even a fax the minute the appointment is made. When you are shopping online at 2:00 AM and a chat box pops up on your screen, you are talking to a contact center agent; and the chat industry is just beginning to warm up. Contact centers do it all, and do it well. Ironically, as contact centers give better customer service, the callers tend to receive more satisfying results quicker than either answering services or call centers can provide. 

John Ross

Concierge Contact Center

Share on facebook
Share on twitter
Share on linkedin
Share on email

Related Posts

About Us
diverse group of
Our trained customer service team is available 24/7/365 for our clients. This amazing group never missed a minute during the world pandemic crisis. This team cares about you.

Let’s Socialize

Share on facebook
Share on twitter
Share on linkedin
Share on email
Popular Post

Contact Us

You Use Social Media – You Need A Contact Center

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

You can never quit. Winners never quit, and quitters never win

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

Graphic design
Branding design
Digital production
Websites development
Digital strategy
Research ideation

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary.

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary.

Reading is not only informed by what’s going on with us at that moment, but also governed by how our eyes and brains work to process information. What you see and what you’re experiencing as you read these words is quite different.
Jason Maria

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary.

Lorem ipsum is simply dummy printing typesetting industry. Lorem ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took galley type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap electronic typesetting, remaining essentially unchanged popularised in the 1960s with the release of Letraset containing lorem passages, and more recently desktop publishing software like aldus pagemaker including versions lorem ipsum.

You can never quit. Winners never quit, and quitters never win

All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet.

It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

Lorem ipsum is simply dummy printing typesetting industry. Lorem ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took galley type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap electronic typesetting, remaining essentially unchanged popularised in the 1960s with the release of Letraset containing lorem passages, and more recently desktop publishing software like aldus pagemaker including versions lorem ipsum. It has survived not only five centuries, but also the leap electronic typesetting, remaining essentially unchanged popularised in the 1960s with the release of Letraset containing lorem passages, and more recently desktop publishing software like aldus pagemaker including versions lorem ipsum.

All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

You can never quit. Winners never quit, and quitters never win

All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

You can never quit. Winners never quit, and quitters never win

All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

You can never quit. Winners never quit, and quitters never win

All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

Herman Miller
Herman Miller

Lorem ipsum is simply dummy text of the printing and typesetting industry. Lorem ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen

You can never quit. Winners never quit, and quitters never win

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary.

Website design

Lorem ipsum is simply dummy text of the printing and industry lorem ipsum industry

Web development

Lorem ipsum is simply dummy text of the printing and industry lorem ipsum industry

You can never quit. Winners never quit, and quitters never win

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary.

Build perfect website
Lorem ipsum dolor sit amet, adipiscing elit sed do eiusmod tempor incididunt ut labore ipsum et dolore magna.
Unique digital experience
Lorem ipsum dolor sit amet, adipiscing elit sed do eiusmod tempor incididunt ut labore ipsum et dolore magna.
You can never quit. Winners never quit, and quitters never win

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary.

Lorem ipsum is simply dummy text of the printing and typesetting industry of type and scrambled it to make a type book.
Lorem ipsum is simply dummy text of the printing and typesetting industry of type and scrambled it to make a type book.
Lorem ipsum is simply dummy text of the printing and typesetting industry of type and scrambled it to make a type book.
Build perfect website

Lorem ipsum dolor sit amet, adipiscing elit sed do eiusmod tempor incididunt ut labore ipsum et dolore magna.

Build perfect website

Lorem ipsum dolor sit amet, adipiscing elit sed do eiusmod tempor incididunt ut labore ipsum et dolore magna.

You can never quit. Winners never quit, and quitters never win

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary.

Build perfect website

Lorem ipsum dolor sit amet, adipiscing elit sed do eiusmod tempor incididunt ut labore ipsum et dolore magna.

Build perfect website

Lorem ipsum dolor sit amet, adipiscing elit sed do eiusmod tempor incididunt ut labore ipsum et dolore magna.

You can never quit. Winners never quit, and quitters never win

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary, making this the first true generator on the internet. It uses a dictionary of over 200 Latin words, combined with a handful of model sentence structures, to generate Lorem ipsum which looks reasonable. The generated Lorem ipsum is therefore always free from repetition, injected humour.

There are many variations of passages of Lorem ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don’t look even slightly believable. are going to use a passage of Lorem ipsum, you need to be sure there isn’t anything embarrassing hidden in the middle of text. All the Lorem ipsum generators on the internet tend to repeat predefined as necessary.

About us

Lorem ipsum is simply dummy text of the printing and industry. Lorem Ipsum has been the industry industry standard dummy text.

Follow us on social

Contact us

Lorem ipsum is simply dummy text of the printing and industry.