A customer calling a help desk is generally a person with some query. This customer expects the helpdesk to have a solution to his problem. But if the contacted help desk is incapable of serving this fundamental purpose, then it becomes a huge problem for the business that employs it.
A customer calling a help desk is generally a person with some query. This customer expects the helpdesk to have a solution to his problem. But if the contacted help desk is incapable of serving this fundamental purpose, then it becomes a huge problem for the business that employs it.
Benefits of Help Desk Support Services:
- Improved return on investments (ROI)
- Creates a single contact point and assigns firm accountability
- Reduces your overall business expenditure
- Allows you to focus on your core business tasks
- Increases overall business performance in every segment of the business
A1 Call Center understands the importance of a help desk and offers the best helpdesk services to Indian businesses. Our adept call center agents are provided comprehensive training before they serve at your help desks.
We study your user manuals and prepare exhaustive notes pertaining to your enterprise’s products/services and make it available to all of our call center agents for perusal. Whether you are a technical product, fashion product, accountancy service, or medical service, our call center agents are quick to grasp the nitty-gritty related to your product/service line. Our agents patiently answer all the questions posed by customers in an easy to understand language.
How We Make Help Desk Services Better at A1 Call Center?
There are many things that we do proactively and reactively to ensure that your employees get the best support possible.
- Obtain training material on your product/service line to train our call center agents
- Receive the calls at the help desk and satisfy all the queries of calling customers
- Maintain records and send our clients daily/weekly/monthly reports for their consideration
With A1 Call Center as help desk outsourcing providers, you always have a helping hand right behind you. Outsource help desk support services to us and let us serve you with our world-class solutions.
What is a Help Desk?
A help desk is a tactical solution used by companies to address the immediate technical requirements of its employees. The modern-day helpdesks employ a ticketing system that serves as a centralized repository for all IT tickets. A ticket can be raised by an employee either via an email or a phone call. A help desk relies on the automated ticket system, which assigns, routes and escalates the ticket to the right department. Different tickets are categorized according to their nature and forwarded to the right agent for quick resolution.
What Is the Difference between a Help Desk and a Service Desk?
For a layman, help desk and service desk may seem the same; however, there is a considerable distinction between the two. Below is a list of key differences:
- As per ITIL ((IT Infrastructure Library) guidelines, a help desk is a part of the service desk.
- While a help desk is tactical and addresses customer needs on a more immediate basis, a support desk is strategic and looks to fulfill the long-term support goals of an organization.
- Help desk serves as a single point of contact for IT support. On the other hand, the service desk serves as a single point of contact for all IT areas/applications/business processes. A service desk is like a link between the user and service providers of various services e.g. internet, computer, VoIP phones etc.
- A helpdesk offers basic incident management and problem management. In contrast, a support desk is a lot more comprehensive and is tasked with change management, configuration management, release management, and problem management.
Read More:
Everything You Need To Know About Help Desk Support Services
8 Benefits of Outsourcing Help Desk Support Services
Outsource Help Desk Support in India