Businesses often use the terms "call center", "helpdesk" and "customer service" interchangeably, which can be confusing. ITIL treats call centers and help tables as limited types of service tables, offering only part of what a help desk offers. With ITIL taking a service-centric perspective and focusing on IT, it makes sense. For many companies, the definition of ITIL does not correspond to operational practices, which makes the distinction much more complicated. Here are explanations of the functions of the help center and the contact center to contrast with an IT department.
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 providing solutions to known problems. Common examples of help desk services include: technical support centers, product / warranty support functions, service banks, and technical support centers. Technical support can be provided through multiple channels, including physical locations, toll-free numbers, websites, instant messaging or emails.
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 requests, 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 service, 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 an external agency.
As you can see, there are many overlaps between the definitions of help desk, call center, and IT help desk. The distinction between them revolves around the extent of what the function covers and how they are structured:
A help desk focuses on providing "help" and "repair". Support services should not focus on IT and can be used to allow exceptions to normal operations that take place across the enterprise. These can be physical locations that interact directly with applicants in person, or remote / virtual locations that use technologies such as phone, email, chat, and other technologies to facilitate interaction Virtual.
Call centers are the most comprehensive in the area of issues they cover, including technical and non-technical issues. Call centers do not personally interact with applicants and always involve some sort of intermediate technology to facilitate participation.
IT service tables focus only on IT service support, but manage both responsive "guide" services and routine tasks such as provisioning resources, managing access, and more. IT service tables can be physical locations that users can visit in person or remote operations such as a call center. Those who are ITIL experts can say that the help desk is tactical while the help desk is strategic; This will vary from organization to organization.
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