Introduction
Greetings, readers! Welcome to our comprehensive guide on Service Desk vs Call Center. We live in a world where technology is advancing rapidly, making it essential for businesses to ensure that their customers receive adequate support. To achieve this, organizations often employ the services of either a service desk or a call center. However, many people do not understand the difference between these two terms.
So, is there really a difference between the two, or are they simply interchangeable? In this article, we will explore the differences between service desk vs call center and clarify any misconceptions you may have. We’ll cover everything from their functions, goals, and structures to their benefits and limitations.
But first, let’s define what service desk and call center means.
What is a service desk?
A service desk is a multi-tiered IT support structure designed to provide a single point of contact (SPOC) between users and IT service providers. Its primary focus is to handle requests from users seeking help with IT services, including hardware and software problems, service requests, and incidents. A service desk generally operates during business hours and is specifically designed to ensure that the IT services provided to the company’s employees are running smoothly.
What is a call center?
A call center is a centralized office used for handling a company’s incoming and outgoing telephone calls. Its primary function is to handle large volumes of customer inquiries, complaints, and support issues. A call center typically operates 24/7, with agents handling phone calls, emails, text messages, and other online chat services. Unlike the service desk, the call center is not IT-specific and can be found in companies in various industries, such as finance, healthcare, and telecommunications.
How are the two different?
Now that we have an understanding of service desk vs call center, it’s time to dive into their differences. Below is a table that compares service desk vs call center:
| Category | Service Desk | Call Center |
|---|---|---|
| Function | IT Support | Customer Support |
| Goal | To resolve IT-related issues and enable better IT service delivery | To resolve customer issues efficiently and improve customer satisfaction |
| Structure | Multi-tiered structure (1st, 2nd, and 3rd line support) | Single-tiered structure with agents handling calls and inquiries |
| Operating Hours | Business hours only | 24/7 support |
| Channels | Primarily handles requests via phone, email, and ticketing system | Handles requests via phone, email, text, and other online chat services |
| Team Size | Smaller team with specialized IT knowledge and skills | Larger team with general customer service skills |
| Scope | Internal use only (employees of the company) | External use (customers, vendors, and partners) |
Service Desk vs Call Center: A Detailed Explanation
The Functions of Service Desk vs Call Center
As mentioned above, the primary goal of a service desk is to provide IT support for company employees, handle requests, and resolve IT-related issues quickly. These issues can range from simple password resets and software installations to more complex server errors and network failures that require the intervention of higher-level IT personnel. Service desks follow the ITIL (Information Technology Infrastructure Library) framework to ensure service delivery and customer satisfaction.
On the other hand, the primary goal of a call center is to provide excellent customer service, handle customer queries and complaints, and ensure that they leave the interaction feeling satisfied. Call centers are mainly geared towards external use and can handle a wide range of customer concerns, including billing inquiries, technical support, and product or service complaints. Unlike the service desk, which follows the ITIL framework, call centers often follow the Six Sigma methodology, which emphasizes process improvement and reducing variation.
The Structure of Service Desk vs Call Center
In terms of structure, service desks have three tiers of support: first, second, and third-line support. The first line of support is usually made up of technicians answering simple questions and resolving basic IT issues. If the first line of support cannot solve the problem, second-line technicians with specialized expertise are called upon, and if it’s still unresolved, the issue will be escalated to the third-line technicians with more advanced skills.
Conversely, call centers follow a single-tiered structure with agents handling all customer inquiries, questions, and complaints. The agents are all trained to handle different types of issues and are equipped with the necessary tools and resources to provide quality service on every call. Some call centers have supervisors that help manage the agents and ensure quality assurance and compliance.
The Operating Hours of Service Desk vs Call Center
Service desks operate during business hours only (usually 8 am to 5 pm), while call centers operate 24/7 to provide round-the-clock customer service. This difference in operating hours is because the service desk is specifically designed to support internal employees who work during business hours, while call centers must be open all the time to handle customer inquiries regardless of when they call.
The Channels of Communication in Service Desk vs Call Center
Service desks primarily handle requests via phone, email, and ticketing systems. Some service desks may also offer remote support for employees who work from home or outside of the office. The ticketing system used by a service desk allows them to track and monitor requests, ensuring that they’re being handled in a timely and satisfactory manner.
Call centers, on the other hand, handle customer inquiries via phone, email, text, and other online chat services. This multichannel approach allows them to reach a broader audience and provide excellent customer service. Call centers also utilize customer relationship management (CRM) software to help them manage customer interactions and track customer history across multiple channels.
The Team Size of Service Desk vs Call Center
Service desks are usually composed of smaller teams with specialized IT knowledge and skills. These teams work closely together to ensure that all IT issues are resolved quickly and efficiently.
Conversely, call centers have larger teams with general customer service skills. These agents are trained to handle different types of customer issues and are equipped with the necessary tools to provide quality customer service on every interaction.
The Scope of Service Desk vs Call Center
A service desk’s scope is internal, meaning it serves employees of the company only. In contrast, call centers serve external customers, vendors, and partners, making them more customer-focused.
The Benefits of Service Desk vs Call Center
Benefits of Service Desk:
- Efficient IT support: Service desks ensure that IT issues are resolved quickly, minimizing downtime and lost productivity.
- Improved customer experience: Employees can get the help they need to perform their tasks more efficiently, which leads to increased customer satisfaction.
- Structured approach to problem-solving: Service desks follow the ITIL framework, which provides a structured approach to problem-solving, ensuring that all issues are addressed in a timely and efficient manner.
Benefits of Call Center:
- Improved customer experience: Call centers provide excellent customer service, ensuring that customers feel valued and heard.
- Increased customer loyalty: Customers who receive excellent service are more likely to become loyal to your brand and continue doing business with you.
- Increased revenue: Improved customer loyalty can translate to increased revenue as customers continue to do business with you and even recommend your products and services to others.
The Limitations of Service Desk vs Call Center
Limitations of Service Desk:
- Limited scope: Service desks are designed to support internal employees only, which limits their scope.
- Complexity: Some IT issues can be complex and require the intervention of higher-level IT personnel, making resolution more time-consuming.
- Cost: Running a service desk can be expensive, particularly if the company has a large IT infrastructure.
Limitations of Call Center:
- Agent turnover: Call centers have a high agent turnover rate, which can lead to inconsistencies in service quality.
- Cost: Running a call center can be expensive, particularly if your company has a large customer base and requires a 24/7 operation.
- Language barriers: Depending on the industry, language barriers can make it difficult for call center agents to communicate effectively with customers.
FAQs
What are some of the different titles that a call center agent can have?
A call center is a large department, and there are several positions that one can hold within it. Titles such as Customer Service Representative, Technical Support Specialist, Sales Representative, and Collections Agent are some of the most common.
Can a call center handle technical support?
Yes, a call center can handle technical support. However, the level of technical support they can deliver may vary depending on the agents’ skillset and the tools and resources available to them.
What is the difference between an inbound and outbound call center?
An inbound call center is designed to receive incoming calls from customers. An outbound call center, on the other hand, is designed to make outgoing calls to customers, usually for sales or marketing purposes.
Can a service desk be outsourced?
Yes, a service desk can be outsourced to third-party companies specializing in IT support. Outsourcing the service desk can be beneficial to companies with limited IT resources, as it allows them to focus on their core business processes.
What are some of the software tools used in a call center?
There are several software tools used in a call center, including Customer Relationship Management (CRM) software, Automatic Call Distributors (ACDs), Interactive Voice Response (IVR), and Computer Telephony Integration (CTI) software.
What is a help desk?
A help desk is a single point of contact (SPOC) for users who need assistance with technical issues. Help desks are similar to service desks but are usually reserved for smaller organizations that do not require the complexity and specialized IT support provided by a service desk.
Are there any certifications for call center agents?
Yes, there are several certifications for call center agents, including the Certified Customer Service Professional (CCSP) and the Call Center Manager (CCM) certification.
What does SLA mean in a service desk?
SLA stands for Service Level Agreement. It is a contract between the service provider and the customer that outlines the minimum service expectations, including response and resolution times.
What is the average time to resolve an issue in a service desk?
The average time to resolve an issue in a service desk varies depending on the complexity and severity of the issue. However, service desk agents usually aim to resolve issues within a few hours or days, depending on the SLA.
What makes a great call center agent?
A great call center agent should have excellent communication and interpersonal skills, be a good listener, possess problem-solving skills, be patient, and have a positive attitude.
What is the most crucial skill required for a service desk agent?
The most crucial skill required for a service desk agent is technical expertise. Service desk agents should have a good understanding of the IT infrastructure they support and must possess the skills required to troubleshoot and resolve technical issues quickly.
Can a company have both a service desk and a call center?
Yes, a company can have both a service desk and a call center. This is especially true for companies that require both IT support for their employees and customer support for their customers.
What is a Tier 1 agent?
A Tier 1 agent is the first line of support in a service desk. They handle simple IT issues, such as password resets and software installations.
Conclusion
In conclusion, we hope that this article has helped clarify the differences between service desk vs call center. Although they may seem similar, they serve different purposes and have different structures, goals, and operating hours. Both service desks and call centers play a crucial role in ensuring that the company’s employees and customers receive adequate support.
As you consider which option is best for your organization, remember to carefully consider your specific needs, budget, and scope. While a service desk may be ideal for IT-related issues, a call center may be more suitable for customer-facing processes.
Thank you for reading this comprehensive guide on Service Desk vs Call Center. We hope you found it informative and beneficial.
Closing Statement (With Disclaimer)
The contents of this article are for informational purposes only and do not constitute professional advice or recommendations. The information presented here is accurate to the best of our knowledge, but we cannot guarantee its completeness or accuracy. We do not endorse or recommend any specific service desk or call center solutions.
You should consult with a qualified professional before making any decisions regarding your company’s IT or customer support needs. We disclaim any liability for any damages or losses that may arise from the use of this information.