
Click To Call Definition
The definition of click-to-call which is sometimes called click-to-talk or click-to-dial refers to a mode of digital communication when:
- Customer Support Agent clicks the name or phone number of a client within a CRM for automatic dialing in real-time. Inside the CRM, agents click the name or number of a client for automatic dialing.
- The customer is trying to reach a Company Representative and calls directly by clicking a link.
It intends to help save time by ensuring that agents or customers don’t have to manually enter business phone numbers into their phones in order to make a phone number.
Before the advent of voice options, most contact centers depended upon the caller’s location to assign them an agent. For instance, a customer dialing from Dubai was connected to the nearest contact center location.
As voice options have become increasingly ubiquitous, dialers can choose the correct department themselves by selecting options numerically, such as order status inquiry or ‘report grievance’. However, voice options are not the most popular choice among customers, and hence there was a better way devised to connect a caller to the correct executive. The click-to-call/ click to dial buttons enable contact centers of businesses to match calls to the said agent.