What is click-to-callback? - Definition from Whatis.com

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click-to-callback

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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

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Software

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.

Related glossary terms: talking translator, Workforce optimization (WFO) software, knowledge base, Interactive Voice Response (IVR), ANI (Automatic Number Identification), call center, do not call list, callback messaging, call logging, help desk

This was last updated in July 2006

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Resources from around the Web
- SearchCRM.com provides background on click-to-callback technology.
- SearchCRM.com offers case studies on how Staples and Overstock.com are directing online customers to chat.

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