Difference Between A Call Center And Help Desk BPO Service

 

Are you having this impression that a call center and help desk BPO service are the same? If you have been using these two terms interchangeably then we did like to tell you that these are 2 different entities. Keen to know the differences between

these 2 entities.

Understanding the meaning of a call center:

A Call Center is that customer care department that handles client queries and complaints and also handles orders and inquiries and all this is done via telephone. These can be inbound and outbound centers. In the case of inbound centers, the customer care executives receive calls from the clients. In the case of outbound centers, the customer care executives make calls to the client. Some offices have their own inbound and outbound centers. But a majority of the major establishments prefer to outsource the inbound and outbound centers to third parties.

Check the important features of inbound and outbound centers:

·         These centers are responsible for offering basic assistance to the client and the agents also provide technical guidance to the clients.

·         The customer care agents also help the client who is placing orders through phones in order processing and they can also suggest other products and services that may be useful to the client.

·         Telemarketing for creating more brand awareness and for scheduling appointments.

·         It is also used in a big way by companies for market research as it helps the company get a better idea about the shortcomings of their products and services and the requirements and demands of the client.

Understanding the meaning of help desk BPO service:

A Help Desk provides technical assistance to the client and you can call it a department that provides support and information to the end-user. For example, when the client suffers from a technical problem like software is not working or the client is not able to reset the password etc then he will call the technical help desk for assistance.

Check the important features of a help desk BPO:

·         The Bpo Call Center is a single point of contact for the customers whenever he wants any technical assistance. The client can get technical support over the phone or on chat or via email.

·         In the case of help desk BPO service, there is a ticketing system and for every query, the helpdesk support executive raises a ticket. The customer conversation is recorded and all the tickets are kept well organized for future reference.

·         When the ticket is not resolved by the customer support executive then the same can be escalated to their supervisors and managers. If the customer support executive is not authorized to resolve a certain issue or he does not have the skill to resolve a technical problem then he can escalate the matter to his seniors who have the skill to resolve the queries and issues.

So, just check the difference between the two types of customer support channels:

Though one may feel that there is not a major difference between the two it must be noted that there are some marked minute differences between the two forms of customer support.

·         The types of issues handled by the inbound and outbound call centers are basic whereas in the case of the BPO helpdesk technical issues are handled by the support desk executives.

·         The IT help desk executives must have the technical skill to resolve the client queries whereas the inbound and outbound call center executives need not have technical expertise.

·         Inbound and outbound calling centers operate through phones whereas BPO helpdesks can operate through multiple channels like telephone, chat, and email.

For all call center and helpdesk requirements connect with Visionary Outsourcing Solutions:

Whether you need an inbound or outbound call center or have a requirement of a technical helpdesk that operates through multiple channels you can connect with Visionary Outsourcing Solutions. This company has fulfilled the support desk and inbound and outbound center requirements of many big establishments. They have the complete setup and trained staff that can provide the best services to the clients.

So, check whether your company needs an inbound or outbound call center or technical support helpdesk and connect with Visionary Outsourcing Solutions for the best solutions at competitive rates.