Main differences between Call Center and Help Desk
Many companies find themselves in need of hiring services for
serve and resolve the problems of its clients. As a result, help desk and call center departments have proliferated, and in this sense we can make the mistake of confusing them, or worse, of thinking that they are synonymous terms. Therefore, in this
post We will address what are the
Main differences between both services so you can select the one that best suits your organization.
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What is a call center?
The call center aims to
address queries and complaints, both existing and potential customers. In addition, you can focus on aspects such as sales and returns.
What is a help desk?
In contrast, a help desk service is dedicated to answering customer calls with the sole purpose of
solve specific technical problemsIn this sense, the staff provides IT support to its clients.
Help Desk vs Call Center
Although both areas answer calls or messages,
Each one solves different problemsWhen a customer contacts a Call Center, the agent who answers the message is able to provide very generic solutions or responses.
But if the agent is faced with a very specific technical requirement, then he or she will have the option to forward the customer's request to the technical support department. There, the customer will receive help from IT support.
Thus,
There are companies that offer both services, although others may provide only one. The difference is obviously in the technical knowledge, being the help desk service or
CAU (User Service Center) the most capable of resolving technical incidents. On the contrary,
The call center is responsible for mediating between the client and the company, and also performs sales functions.. Another factor that we must take into account is that
Technical support or help desk is not always aimed at a company's customers.Many organizations have such departments so that their own employees can solve technical problems with the help of experts. That is why each company must know what its needs are.
Help Desk Software
The truth is that today companies that use a CAU service need to have a platform that is in line with these functions. For this reason, most organizations are selecting
SaaS solutions (Software as a Service) for these types of departments. More and more companies are also using cloud-based
They choose to contract the service in a CAU format outsourcing that allows them to take the hassle out of managing the team, finding the right tools and developing the processes that allow the department to function well and deliver excellent service. Some solutions provide access to an automated knowledge base, or self-service portals for the user, making it possible for customers and employees to get answers to their concerns or problems. Thus,
The implementation of good software is crucial for these areas to function successfully..
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