Service Desk and Help Desk Call Center – How to Tell Them Apart

Call center services are still on the rise, and as the industry grows, a wider selection of business solutions is born.

Expanding to more than simply entertaining customer concerns through phone calls, customer service call centers have grown into more specialized fields, offering to cater to more industry-specific and service-specific concerns.

Since then, customer service support has spread into many different types, offering to cover more ground in terms of services offered – help desks, technical support, answering services, virtual reception desk, are among a few that handles specific business functions.

Help Desks, Service Desk and Everything in Between

Help desk services and service desk services are almost always interchanged. While both are guaranteed to offer assistance in many types of client concerns, two are very different in nature.

Now that the outsourcing industry is on an ongoing boom and these terms are being thrown around in meetings and job ads, it’s time to discuss how to tell the difference, and how to tell which one is a best fit for your business.

What is a Service Desk?

While both terms are either often interchanged or mistaken for one another, a service desk differs from a help desk through the type of assistance it offers, as well as the concerns and course of action it delivers to customers.

A service desk provides assistance in securing an essential service – i.e., troubleshooting, repair or replacement – for a product or service.

It serves as a point of contact for consumers who have availed the product or the service, for a multitude of concerns regarding needing an actual “service” – be it a repair, an after sales care, or replacement for a defective product or an intermittent service.

Service desks are common in IT and other technologically-related companies and service providers. Agents for service desks are expected to have even a basic knowhow on all things technical to further provide necessary assistance.

Service desks provide a more direct service in assisting customers – offering to place a request for a repair or a maintenance, making referrals to other channels of services, if need be.

What is a Help Desk?

While service desks focus more on providing direct services to a customer, a help desk is a more general approach in handling concerns.

Help desks serve as customer service support to ask for assistance regarding issues and concerns in terms of handling and troubleshooting a product or service.

Unlike service desks who directly provide active services, help desks provide information, or assistance in getting information on how the customer can manage the issue with proper guidance, or, in some cases, refer to a service desk or any channel who can.

Help desks offer generic assistance, ranging from payment issues, account concerns and troubleshooting, to referrals to a certain department that has the expertise to address more complex concerns.

Generally, a help desk may direct a customer to a service desk for further course of action, especially in situations that require repairs or replacement.

Why Help Desks and Service Desks are Essential for Businesses

In every type of business, it’s always essential to be accessible to your customers any time, any day.

Whether you’re a larger-scale enterprise or a small and medium-size enterprise, boost your customer experience by letting them know you’re always ready to assist with any concern, any time.

Invest in a reliable, cost-effective help desk call center with well-trained agents to expertly handle all your customer concerns. Nowadays, help desk call center providers for SMEs provide top of the line help desk services catering to every industry and business size.

Outsourcing help desk call center services can significantly improve your business in more ways than one. Known for world-class quality service, get the best outsourced help desk services from one of the best in the Philippines.

Order Taking Philippines Provides a Reliable, High Quality Help Desk Services to SMEs

Make the right call by investing in top-of-the-line help desk services for your business.

Order Taking Philippines is a help desk call center company that provides help desk services to businesses in every industry and scale. We offer a wide range of outsourced call center services to expertly handle all your customer concerns and effectively boost your customer experience.

Specifically catering to SMEs, we believe in growing your business with you by helping you provide the best for your customers.

Get the best for your business. Contact us here for a quote.