Improving Relationship with customers using Click to Call (CTC)
Click to call is an internet-based tool that allows call centers to connect the right agents to customers quickly. Before voice options, many call centers relied on the caller’s location to connect with an agent. A customer calling from Texas may be connected to the nearest location, for example. As voice options became more ubiquitous, callers were able to select the proper department themselves by keying in options like ‘accounting’ or ‘report a problem’. However, these voice options are not always popular among customers. Instead, click to call buttons allow call centers to match calls to the agent.
ØHow does Click to Call work?
Click to call buttons are embedded on a company’s website or as an advertisement. When customers click on the button, they are directed to the call center via Voice-over-Internet Protocol (or VoIP). Skype is a great example of how VoIP can work, connecting computers and mobile devices to one another via the internet. This system bypasses the hassle of international calling. In Skype, anyone that uses the Skype interface can chat for free. It’s an easy way to connect.
ØIncorporating Click to Call for your Call Center
ØAdapt to a Digital World
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