Call Transfers

Call transfers are a crucial feature in any customer service environment, allowing businesses to route calls to the most appropriate agent or department for quicker resolutions. By offering seamless transfers, companies can minimize wait times and enhance the overall service experience for their customers.

There are two types of call transfers:

• Warm Transfer: In this transfer type, the initial agent speaks with the next agent before transferring the call. This allows the new agent to be prepared to handle the customer’s needs, facilitating a smoother handoff and a more personalized experience for the customer.

• Cold Transfer: In a cold transfer, the call is passed directly to the next agent without any prior discussion. This is typically used for straightforward transfers where the agent doesn’t need an introduction.

2. Click the icon to view a menu of available contacts, divided into two tabs:

• External Contacts to transfer calls to any saved external phone number.

• Internal Contacts to route calls to teammates within your company.

3. After selecting a contact, you’ll see two options:

• "Transfer now”: The call is immediately routed to the new contact, and the original recipient disconnects.

• “Talk to [Contact] first”: This option allows you to mute the customer and speak briefly with the next agent to prepare them for the call. After the discussion, you can return to the customer, let them know they are being transferred, and finalize the transfer by clicking “Transfer to [Contact]”.

This option is perfect when the next agent needs to be briefed on the customer’s issue or when you want to confirm the next person is available and ready. It helps create a smoother transition and minimizes customer frustration.

If the person you’re transferring the call to is unavailable, you can return to your customer, inform them of the situation, and transfer the call to another available agent.