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Thread ID: 109011	2010-04-20 08:36:00	Telstra call centre going to Manila	Nomad (952)	PC World Chat

Post ID	Timestamp	Content	User
878590	2010-04-21 10:38:00	Wrong. A helpdesk has people who know what they are talking about and help you through troubleshooting your problem - regardless of call length (within reason). A call centre has inexperienced people worrying about their KPIs and not about whether or not they are actually helping you. That's why you have both. There are some roles where, to be honest, you don't need someone who knows anything beyond the script they've been given, or have the ability to show empathy to the caller. You pay peanuts, you get monkeys. You pay peanuts, it helps the bottom line. Things like technical support, resolving non-standard account issues etc. need to be handled by "helpdesk" staff (if we are to use your definition of the word). These staff also need to be provided with interesting work, otherwise they'll leave. Would you, with your experience, be happy to sit on a "helpdesk" doing password resets all day? There's no reason why those mundane tasks can't fall into the "call centre" category.	somebody (208)
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