FAQ's

Q. How quickly can ClicktoCall be implemented?

A. How quick do you want it to be? The basic service can be implemented in minutes, but we'd like to spend a little more time helping you to think through what you want ClicktoCall to achieve, where it will best fit on your site and the management information you want to capture. In terms of speed, you call the shots.

Q. Just how fast are calls made?

A. You'll be amazed. When the caller selects 'now' the connection will be made in seconds.

Q. How reliable is it?

A. We can boast over 99.8%.

Q. Can I configure the system myself or do I have to pay you to do that?

A. We'll help with initial configuration and show you how it works. From there you should be able to manage on your own, but we're always on hand if you need assistance or advice.

Q. How much does it cost?

A. That depends on how many calls you receive and how many locations you want to deliver them to. We'll work out detailed and accurate pricing once we understand your requirements. The important thing to know is that, once the initial implementation and licence fees are paid, the service operates on a largely pay-as-you go basis. That means you only pay for the calls you receive.

Q. Why is ClicktoCall different?

A. Beware of imitations. Many of the call back forms you'll see on web sites are not genuine and have no direct or automatic link to an agent. A clear indication is that they don't invite you to specify an exact time for the call. Only truly automated solutions like ClicktoCall can connect your customers to your contact centre immediately or at a precise time of their choosing.

Q. Exactly how much management information can I get?

A. How much would you like? In the first instance you'll get basic telephony information; date, time, numbers called, call durations and so on. More meaningfully, ClicktoCall will give you direct customer insight based on the information captured from call request forms. Remember, you design those forms, so you dictate the information that's captured. ClicktoCall will also tell you how well your web site is working - which pages generate the most and the best quality calls. And, of course, you can view that information whenever you like, in daily, weekly or monthly reports, or in real time.

Q. Does ClicktoCall use VOIP?

A. No, our service uses traditional telephony and calls are made using high quality digital lines. However, ClicktoCall operates equally well in traditional or VOIP contact centre environments.

Q. Why is ClicktoCall better than freephone?

A. In both cases the call is free, but with ClicktoCall it's immediate. Callers don't have to dial your number or wait in a queue - they simply ask for immediate attention or arrange a call time that's convenient for them. By the way, our clients say their conversion rates are up to 100% higher using ClicktoCall compared to a freephone number.

Q. Is ClicktoCall available in languages other than English?

A. Yes indeed. We provide service in over 250 countries - so language need never be a barrier. The call request form and voice prompts can be created in any language you require.

Q. What if the customer isn't there when ClicktoCall calls back at the pre-arranged time?

A. No problem. The agent can leave a polite message, so your customer will know you've attempted the call. And you can also programme the system to re-attempt the call later.

What does the call back form look like?

A. You decide. You're free to design the form according to your own style and brand guidelines. Our clients' call back forms are as varied as their web sites.

Q. Will ClicktoCall generate more calls than I can deal with?

A. In our experience over 1,500 implementations ClicktoCall hasn't dramatically increased the number of calls our clients receive. It has, however increased the quality of those calls, since callers are highly motivated to buy by the time they request a call. Also, you can set the maximum number of concurrent calls you want to accept so that you'll receive no more than you can handle at any one time.

Q. Will ClicktoCall work in service as well as sales environments?

A. Absolutely, though your success measures may be different. In sales environments you'll measure success in terms of conversion rates and customer value, in service environments you're likely to be more focused on customer retention and satisfaction. We're confident you'll see both increase.

Q. What if someone requests a call to a country we've decided to restrict?

A. No problem. They will receive a polite message telling them that you don't operate in their region. But you'll be sent their details by email, so you can decide whether you do want to make contact after all.

Q. What if a call comes in out of office hours?

A. No problem. The call request form allows the caller to schedule a call for the hours you're open. If they do try to request a call for a time when you're not available, you'll receive an email with their contact and query details so that you can take action.