Businesses that receive and process customer calls usually have the option of either an answering service or a call center service, but the difference between the two is quite distinct and not similar in scope and usage.
An answering service mainly receives and processes calls and gathers information from the customers, whereas a call center receives and processes the calls and resolves the customers’ queries in an optimized manner.
Answering Service vs Call Center
- Answering service – incoming calls, messages, and forwarding of calls
- Call center – management of customer service, sales, and resolving issues
- Answering service is limited and simple
- Call center is broader, process-oriented, and scalable
- Answering service – reception support
- Call center – entire customer service operation
What Is an Answering Service?
An answering service is a third-party service that answers the business’s calls. The primary function of an answering service is that no call should go unanswered.
Core functions:
- Answering the calls professionally
- Sending and forwarding messages
- Scheduling appointments
- Giving information
The primary function of an answering service is like a virtual receptionist that provides service even after business hours.
It is usually utilized by businesses that are small in nature or service-oriented and need a human presence without hiring people for the same.
What Is a Call Center?
A call center is an organized process that is aimed at handling a high volume of interactions with customers for different functions.
Core functions:
- Customer service and resolution
- Technical support
- Sales and lead generation
- Outbound calling programs
- Handling complaints
Call centers are designed for high-volume, efficient, and measurable performance.
Call centers are usually used by businesses that need to engage with customers regularly and in high volume.
Key Differences Between Answering Service and Call Center
Call centers are generally employed by organizations that need to interact with their customers frequently and in large numbers.
Key Differences Between Answering Service and Call Center
1) Scope of Service
- Answering Service: Low scope
- Call Center: High scope
There is a big difference between answering services and call centers.
2) Purpose and Role
- Answering Service: Mainly focused on answering calls and interacting with customers
- Call Center: Mainly focused on resolving customer issues and generating results
3) Interaction Style
- Answering Service: Personalized interaction
- Call Center: Structured interaction
4) Scale and Capacity
- Answering Service: Small to medium-scale operations
- Call Center: Large-scale operations handling thousands of calls
5) Cost Structure
- Answering Service: Low-cost operations; usually charged per call or per minute
- Call Center: High-cost operations due to infrastructure and technology costs
6) Type of Work Handled
- Answering Service: Handling basic customer queries; mainly focused on answering calls – and handling customer interactions
- Call Center: Handling complex customer interactions; not just focused on answering calls but on managing customer relationships as well
When Should You Use an Answering Service?
An answering service is best when your needs are simple and revolve mainly around your availability.
Best Suited For:
- Small Businesses
- Service Providers
- Overflow Calls
- Handling Appointments
If your major concern is handling missed calls and unavailability, then an answering service is the way to go.
When Should You Use a Call Center?
A call center is the best choice when your business needs to have active customer interaction and resolution.
Best Suited For:
- High-Volume Customer Support Service
- Technical Support
- Product-Related Support
- Sales and Outbound
- Customer Retention
- Handling Complaints
- Multi-Channel Support
If your problem has to do with customer experience, scaling support, or handling complex queries, then a call center would be a better choice.
Pros and Cons
Answering Service
- Cost-effective solution
- Guarantees no missed calls
- Facilitates human interaction
- Easy to implement
- Has limited functionality
- Not applicable to complex situations
- Not applicable to scaling customer operations
Call Center
- Has the capability to handle complex interactions
- Suitable for scaling large businesses
- Suitable for sales and customer support
- Has the capability to track performance based on data
- Has a higher cost of operation
- Does not provide a high level of personalized interaction
- Requires structured implementation
Which One Should You Choose?
The choice depends on the problem you are trying to solve.
- If you are looking for a service to answer your phone calls, take messages, and be available, you should choose an answering service.
- If you are looking for a system to handle customer support, solve problems, and interact, you should choose a call center.
Both are useful, but they are not interchangeable.
Frequently asked questions (help)
What is the fundamental difference between an answering service and a call center?
An answering service deals with answering calls and messages, whereas a call center deals with handling the entire customer interaction process, including support, sales, and problem resolution.
Can an answering service be a replacement for a call center?
No, as answering services are limited in their functionality and cannot handle complex customer support operations.
Are answering services cheaper than call centers?
Yes, answering services are cheaper than call centers, as answering services provide limited functionality in comparison to call centers.
Do call centers also include answering calls?
Yes, call centers include answering calls, but it does not end there.
