Is a technical support call center the same as a help desk?

Is a technical support call center the same as a help desk?

OABPO Blog Team Published on April 14, 2014

Here’s a quick answer to the main question: No, a technical support call center is not the same as a help desk.

It’s a common mistake to interchange the two terms because these units essentially have the same function—they answer queries from people to fix their technical problems. Certain aspects of their duties, however, separate them from each other.

technical support call center agents talking to customer over the phone

To clear up the longstanding confusion between call centers and help desks, here are their main differences:

  •     Call centers answer the service requests of people outside an organization or basically, the customers.

  •     Help desks provide technical assistance to fellow employees of the company where they operate.

Similarities and connection to each other

A tech support call center and a help desk can exist in the same company. They also require almost the same skill sets used in delivering customer service and technical support, but each of them excels in some areas over the other.

For one, technical support call center agents and help desk technicians must both have people skills. However, technicians don’t have to be highly proficient in articulation over the phone because unlike agents, their job doesn’t bind them to provide support over that channel alone.

Call centers and help desks personnel also need technical expertise. However, the technical knowledge of agents is most of the time limited to the product and services that the company provides to customers. Tech support representatives may even rely on scripts or a finite knowledge base to answer questions, solve problems, or troubleshoot products.

On the other hand, technicians have a more diverse technical knowhow that is not limited to the company’s products. They fix, update, replace, or maintain any hardware and software that the organization and its employees use. For having a vaster understanding of technology, a help desk sometimes assist a technical support call center in solving a customer’s problem when it’s beyond the agents’ expertise.

To answer the main question again, a call center is different from a help desk, but the two have some aspects that make them similar and beneficial to each other. A wise organization would let the two units borrow best practices from each other to be able to provide topnotch support both to the internal staff and the customers.

Looking for hands-on guidance in understanding the differences between these services? Get in touch with Open Access BPO today to start your own tech support and help desk teams.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 hour ago
Personalized solutions empower brands to provide high-quality support to their customers and their growing needs.
With the help of a capable #CallCenter, you can be sure these areas are being covered: https://buff.ly/3sCjnTS

----------
Build your hyper-customizable #CustomerSupport, #BackOffice, or knowledge-based support program with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport
Open Access BPO
Open Access BPO7 hours ago
With multilingual support comes multiple business growth opportunities. The best way to get aboard the globalization train is to partner with a multilingual #CallCenter: https://buff.ly/3Mmfkms

----------
Open Access BPO's services support over 30 languages. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#MultilingualCallCenter
Open Access BPO
Open Access BPO2 days ago
It’s Data Privacy Awareness Month at Open Access BPO!
For our first Weekend Link Roundup, we’re featuring posts about #DataSecurity and #InformationSecurity best practices: https://buff.ly/3weIWMU

Is Data Safe From Security-Related Outsourcing Issues?
https://buff.ly/38tH5uD

Best Practices to Boost Data Security in Call Centers
https://buff.ly/3sAEsya

Educating Your Customers About Information Security
https://buff.ly/3sAEsya

The Worst Threat to Business Data Security: Employees
https://buff.ly/38lgjF3

Deflecting Insider Threats to Data Security
https://buff.ly/3yC5mt5

How Open Access BPO Future-Proofs Your Offshore Operations
https://buff.ly/3wmGuEx

----------
Learn more about smart, secure, and scalable #outsourcing over at OpenAccessBPO.com

#WeSpeakYourLanguage
#DataPrivacy
Open Access BPO
Open Access BPO3 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.

Here's how you can develop a branded customer service strategy: https://buff.ly/3L7FrMz

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO3 days ago
As more brands grow their digital products and services over digital platforms, it’s critical to educate customers about cyberattacks and information security.
Here’s what you need to keep in mind when doing so: https://buff.ly/3M5rKz7

----------
Partner with an #outsourcing vendor with robust #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #CyberSecurity #PrivacyAwareness
Open Access BPO
Open Access BPO4 days ago
Customer reviews can either create buzz around your brand or kill everyone else's interest in your products.
So, what do you do if you receive a negative review? Turn them into business and #CustomerSupport opportunities: https://buff.ly/3kZd0WG

----------
Let our #CustomerExperience solutions help build you a solid brand reputation: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#ReputationManagement
Open Access BPO