Have you ever experienced a faulty issue, and you wanted to contact the business for support? While one of your friends suggested reaching out to the help desk. Now, you must be thinking about the difference between the inbound call center and the help desk. Moreover, the difference is not a vast one; as a result, most people use these terms interchangeably.
Call Center
A call center is a customer service department run by BPO services. It handles customer complaints, orders, or inquiries via telephone service. In an inbound call center, agents receive incoming calls from customers and resolve their issues or questions. Likewise, the outbound call center calls to existing customers and cold calls to prospects.
Features
There are numerous dimensions that Indian BPO offer. From offering technical assistance to customers to conducting in-depth market research.
- Order processing
Today many people visit e-commerce websites. A good portion of costumes uses the phone channels to place the order. Business outsourcing services professionals help customers complete their purchases over calls and suggest items to increase the average order value. - Sales and marketing
While most businesses presume telemarketing as a poor performer, it can show excellent results if done correctly. Telemarketing agents engage with potential customers and develop brand awareness, grab reliable leads and simply schedule appointments.
Help desk
Help desk refers to an organization's department that provides customers, employees, and end-users with information and support related to a company's products and services. However, there are a number of help desk outsourcing companies that serve the business. Also, customer service teams around the world are adopting help desk software to make the service relentless.
It results in an improvement in internal collaboration, automates support processes, and delights customers with speedy resolutions.
Help desk features
Over the years, help desks have evolved rapidly. Moreover, the BPO services allow professionals to use better and faster channels, including live chat or social media.
- Single point of contact (SPOC)
A help desk outsourcing acts as a SPOC for both internal employees and external customers. Customers can now contact the team without calling anywhere else, regardless of the type of product or service-related assistance they need. Moreover, support can be accessed via phone, chat, instant messaging, or undertaking self-service processes. - Ticket Management
Your help desk outsourcing team convert incoming issue or request into a unique ticket. Moreover, the process is automated by a ticketing system. This allows you to track the progress of every access in real-time. Moreover, when a customer refers to a previous conversation, this will pop out right on the dashboard.
Conclusion
It can be extremely confusing to choose the right BPO services. If it's about limited support within a single channel, you can partner with a call center. With the dedicated call center, you can assist customers and reach out to the prospect to generate more sales.
A help desk can set the right platform for you to deliver an omnichannel customer and employee experience.
