click-to-callback

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.

Read more about click-to-callback: - 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.

Do you have something to add to this definition? Let us know. Send your comments to techterms@whatis.com

Digg This!     StumbleUpon     Del.icio.us

RELATED CONTENT Speech self-service speaks the language of savings For companies like DirectTV and Orbitz, maturing speech self-service is improving customer satisfaction while decreasing call volume to the call... Tying trust to customer values with Don Peppers In this podcast, you'll hear from Don Peppers on tying trust to customer values and building customer trust online, in person, and through an... Building customer trust online: Tips for success Building customer trust online can be tricky -- Don Peppers lists a few ways to maintain your customer's trust over the Internet in this expert tip.

RELATED GLOSSARY TERMS Terms from Whatis.com − the technology online dictionary abandoned call  (SearchCRM.com) An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued) call center agent  (SearchCRM.com) A call center agent is the person who handles incoming or outgoing customer calls for a business.