Definition

click-to-callback

Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information.

Both click-to-callback and a related technology called automatic callback are frequently used in call centers. In a call center, click-to-callback is designed to balance the load. Although the system may initially increase call volume by directing online customers to the phone, agents can guide customers through Web self-service, alleviating call center burdens down the line.

Getting started with click-to-callback
To explore how click-to-callback is used in the enterprise, here is an additional resource:
Demystifying unified communications deployment strategies: Learn to understand your infrastructure and how best to move forward with your UC goals.

This was last updated in March 2007
Posted by: Margaret Rouse

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