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The differences between call center managers and contact center managers can be seen in a few details. Each job has different responsibilities and duties. Additionally, a contact center manager has an average salary of $57,880, which is higher than the $37,614 average annual salary of a call center manager.
The top three skills for a call center manager include strong customer service, customer satisfaction and call center management. The most important skills for a contact center manager are professional development, IVR, and project management.
| Call Center Manager | Contact Center Manager | |
| Yearly salary | $37,614 | $57,880 |
| Hourly rate | $18.08 | $27.83 |
| Growth rate | 6% | 6% |
| Number of jobs | 123,791 | 117,401 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 60% | Bachelor's Degree, 60% |
| Average age | 47 | 47 |
| Years of experience | - | - |
Call center managers specialize in overseeing call center operations and agents' performances, ensuring that customers are satisfied. Aside from this, they are mostly involved in hiring and training new agents, shaping them into productive workforce members. As managers, they must lead by setting targets, encouraging agents, and devising strategies to meet them, even providing support when issues are difficult to resolve. Furthermore, call center managers must implement and adhere to all policies and regulations of the company.
A contact center manager is responsible for supervising and assisting the contact center staff in providing the highest customer service by responding to customers' inquiries and concerns and resolving their complaints. Contact center managers monitor the staff's performance and efficiency and strategize techniques to increase productivity and customer relations. They also provide regular coaching to identify the team members' strengths and weaknesses and to customize individual plans to reach goals and objectives. A contact center manager must have excellent communication and leadership skills, especially in encouraging the team to achieve maximum efforts and development.
Call center managers and contact center managers have different pay scales, as shown below.
| Call Center Manager | Contact Center Manager | |
| Average salary | $37,614 | $57,880 |
| Salary range | Between $23,000 And $60,000 | Between $28,000 And $119,000 |
| Highest paying City | Baltimore, MD | New York, NY |
| Highest paying state | Maryland | New Jersey |
| Best paying company | Scantron | Capgemini |
| Best paying industry | Technology | - |
There are a few differences between a call center manager and a contact center manager in terms of educational background:
| Call Center Manager | Contact Center Manager | |
| Most common degree | Bachelor's Degree, 60% | Bachelor's Degree, 60% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | University of Pennsylvania |
Here are the differences between call center managers' and contact center managers' demographics:
| Call Center Manager | Contact Center Manager | |
| Average age | 47 | 47 |
| Gender ratio | Male, 52.6% Female, 47.4% | Male, 50.7% Female, 49.3% |
| Race ratio | Black or African American, 7.7% Unknown, 4.7% Hispanic or Latino, 13.0% Asian, 7.5% White, 66.3% American Indian and Alaska Native, 0.7% | Black or African American, 7.6% Unknown, 4.7% Hispanic or Latino, 12.7% Asian, 8.9% White, 65.4% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 10% | 10% |