Businesses often use the terms "call center", "helpdesk" and "service desk" interchangeably, which can be confusing. ITIL treats call centers and helpdesks as limited types of services, offering only part of what a helpdesk offers. With ITIL taking a service-oriented perspective and focusing on IT, it makes sense. For many companies, the ITIL definition does not correspond to operational practices, which makes the distinction much more complicated. Here are explanations on the functionality of the helpdesk and the contact center to help you contrast with an IT service center.
help desk
A help desk is a resource intended to provide the customer or the internal user with information and assistance relating to a company's processes, products and services. The purpose of a help desk is to provide a centralized resource for answering questions, solving problems, and facilitating solutions to known problems. Common examples of help desk services include: technical support centers, product / warranty support functions, service banks, and technical support centers. Helpdesk support can be provided through a variety of channels, including physical locations, toll-free numbers, websites, instant messaging, or email.
Call center
A call center or contact center is a central point for managing contacts and interactions with customers. office responsible for handling a large number of inquiries, usually by telephone (but may also include letters, faxes, social media, instant messages or emails). Incoming call centers are often used for services such as product support, customer support, order processing and 24/7 phone service. Outbound call centers are used for activities such as telemarketing, debt collection and research. market. A business can have multiple call centers that support different parts of business operations (including IT) and can be managed internally or through a third-party agency.
Also Read: remote help desk
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