Click-to-Call Benefits for the Customer and the CompanyMarch 06, 2008
By Susan J. Campbell, TMCnet Contributing Editor
Whether or not a website is built to maximize the experience for the customer, he or she is likely to have questions or want other information that they cannot find readily available. Or perhaps they stumbled upon the website, but lack any familiarity with the company and want to know more.
Beyond the customer service element that Click-to-Call provides, Click to Call also enables the call center to streamline calls coming into the center. Typically, call centers have calls coming into a central location that are then routed according to pre-set rules.
With the Click-to-Call option available on the website, calls come directly from a particular page or pages and go directly to an available agent. The agent can know exactly what page the customer is calling from and more efficiently handle the call. There is no need to route the call and therefore, no need to keep the customer waiting on hold. The tie into customer service in this ability is obvious.
As Click-to-Call becomes more of a fundamental aspect of the consumer-focused Web sites of today, those that lack the ability may find that visitors to their sites are leaving to look for the competitor that offers this direct line to a live agent. Considering the benefits for all involved, Click-to-Call technology is too valuable to be ignored.