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What are Technical Support Centers?
A Technical support Center or IT Helpdesk is a system designed to help and support an end-user of a particular product, system or application. The Technical Support Center/ IT Helpdesk provides offshore technical support services to customers of products and services through multiple channels like email, chat, voice and the web.
The Technical Support Center is alternatively referred to as the Helpdesk or customer support center. Terms such as IT response center, customer interaction center, contact center, resource center, service desk and IT solutions center are also widely prevalent in the field to refer to dedicated teams that systematically handle the entire spectrum of technical support services.
What are internal and external helpdesks?
Internal and external helpdesks have distinct roles. An internal helpdesk supports internal customers (employees) of a company while the external helpdesk supports external customers - the buyers or users of the product or services of the company. A hybrid model helpdesk supports both internal and external customers by providing a blend of services. It is usually found in small or medium sized companies.
Technical Support Centers offer strategic value by:
* Increasing customer satisfaction and retention
* Increasing revenues through cross-sell and up-sell of services
* Increasing resource utilization and productivity of employees through internal helpdesk function
* Reducing costs
As its role and importance is being re-defined around user needs, Technical Support Centers are being seen as an integral part of the service function. It brings multiple resources together to solve issues to the customer's satisfaction and is evolving into the integrated service desk.
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