Call center, technical support, helpdesk

Innanzitutto ti consiglio la lettura del topic sul lavoro nel call center
Poi,
non sono un esperto, ma penso che ci siano diversi tipi di call center e diversi livelli all'interno di esso.
Un call centre offre un prodotto/servizio facendo chiamate, un helpdesk tecnico accetta chiamate di utenti con problemi da risolvere.
Se un helpdesk di primo livello non sa la risposta passa la chiamata al technical support (secondo livello).
Leggendo qualcosa in rete ho trovato questo:

The main differences between the Helpdesk and the Call Centre are the use of knowledge and telephone method.

Knowledge management is a particularly important distinction, for it partly dictates how the two functions deploy that most essential of service resources, namely people. Both functions use knowledge to impart information to callers. However, the Call-Centre's knowledge is usually extracted from a finite, known pool of knowledge. Typically, this will be a catalogue, of products and services on offer, their features, pricing and availability. Occasionally, call-centre operatives may have to glean that information from a variety of sources, in the way the old Information Centres of the eighties DP departments used to do, but essentially the knowledge is still already in existence somewhere.

The IT Helpdesk is different. True, they will also impart pre-manufactured knowledge, but they also have another way of producing knowledge, namely diagnosis. Unlike the typical Call Centre, the Helpdesk is a problem-solving resource. This simple fact separates the two departments most starkly, in that they must use different staff with different skills.

se vuoi, continua la lettura QUI

ciao