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.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO20 hours ago
Among other benefits, 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO2 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO
Open Access BPO6 days ago
Love knows no boundaries, and this month, we celebrate the beautiful #diversity that makes us who we are. 𝗣𝗿𝗶𝗱𝗲 𝗠𝗼𝗻𝘁𝗵 honors and uplifts the LGBTQIA+ community, their achievements, and their ongoing fight for equality.

Open Access BPO joins the LGBTQIA+ community in celebrating authenticity, acceptance, and love this #PrideMonth.

Let's all spread love in all of its forms! Happy Pride!

#WeSpeakYourLanguage
#PrideMonth #Pride2023
#OASpeaksWithPride
#OneWithDiversity
Open Access BPO
Open Access BPO6 days ago
#FlashbackFriday: Revisit an enlightening blog post that delves into the historic Stonewall Riots, a pivotal moment in #LGBTQIA+ history.

Let's honor those who paved the way for progress, sparking a movement that continues to inspire change today: https://buff.ly/3C9zdd8

#WeSpeakYourLanguage
#PrideMonth #InclusivityMatters
#PrideMonth #Pride2023 #PrideHistory
#OASpeaksWithPride #OneWithDiversity
Open Access BPO