Contact Center or Answering Service?I write a lot about what contact centers and answering services can do for businesses.

Lately, I have been asked several times what the difference is between a call center and an answering service; the explanation is simple, but I can see how it can be confusing.

When most people think of an answering service they think of live agents answering the phone and taking messages, and that is precisely how an answering service works.  Contact centers, on the other hand, do a lot more than just answering phone calls.

As a contact center, AnswerFirst handles many types of inbound communications: we answer emails, provide dispatching services, monitor and answer chat communications, take e-commerce orders and provide level 1 help desk service for IT and software support.  We also offer on-call emergency dispatch as part of our contact center services.  If you are in a service industry (medical, repair, technical or otherwise) we can contact your on-call staff members to ensure you are not missing important calls from clients, patients, partners or letting new business slip away.

Utilizing a contact center allows your business communication needs to be handled more efficiently because a contact center is capable of handling more than just your inbound phone calls.  When all of your business communications are being handled by our customer service professionals, you are able to focus on practicing your profession instead of answering phone calls and emails at all hours of the day and night.  We screen, sort and send you all of your communications based on your specifications, and in the format you prefer, so that you can categorize by priority and follow-up as needed.

So, while a contact center can serve as your answering service, an answering service cannot do everything that a true contact center can do.

Interested in learning more about what we can do for your business?

Call me direct at 813-636-3975 and see how we may partner in the same vision of success!


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Teri Erickson

Business Development Coordinator at AnswerFirst
I hope you found this article helpful, if you have any questions you can contact me on my direct line at AnswerFirst: 813-636-3975. If I don’t provide our potential clients with top-notch customer service from day 1, then why should they trust my company to provide their clients with the same?