click-to-callback
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click-to-callback



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DEFINITION - 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.

LAST UPDATED: 05 Mar 2007

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.


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