Call Transfer

What Are The Types Of Call Transfer?

Call transfer is sending a call from one user to another. Whether it’s an incoming or outgoing call, your business needs to be able to handle it. We need to keep in mind customers don’t prefer to be transferred from one agent to another during a call. They like to talk to one person from beginning to end. So, if you want to transfer the active call, you need to know how to do it properly to avoid customer dissatisfaction.

The two main strategies used to transfer calls are cold transfer and warm transfer. You need to understand the difference between the two and determine what your customers prefer.

1. What Is a Cold Transfer?

When you transfer a call to a new representative without first speaking to them, it’s called a cold or blind transfer. That transfer may occur because of several reasons.

Cold or blind transfer can be highly annoying for the person being transferred to and considered unprofessional. In addition, when talking to cold callers, it can be challenging for a new representative to understand what the problem is, and some callers may decide not to speak at all if they have to repeat themselves. Some customers may even hang up altogether, as they do not want to repeat the whole process.

Although, cold call transfers are often necessary to keep your organization’s lines of communication open. For example, a customer might call in requesting a bill, and you don’t need to share that information with the sales agent, so you transfer the customer calls to the financial team.

To improve customer experience and increase sales and retention rates, businesses are switching from cold transfers to warm transfers.

2. What Is a Warm Transfer?

A warm call transfer is a means of solving cold transfer issues. In a warm transfer, the new agent who receives your call is notified of your details, location, and reason for calling. Therefore, you don’t have to repeat the details.

When the new agent receives the call, they already know who they are talking to and why he called, so he can serve and respond as needed without asking questions or being confused by details. This saves time and makes customers happier with their experience because they aren’t repeating themselves; they’re getting help faster.

In the past, warm call transfers were performed using secretaries or answering machines; today, IVR systems automatically direct and route calls with VoIP services. In addition, warm transfers make customers feel valued because agents greet them personally and customize each answer.

What Is The Difference Between Warm Transfer and Cold Transfer?

The key difference between these two methods of phone call transfer is whether or not the caller is introduced beforehand.

A Warm Transfer introduces, converses, and presents the caller’s information to an agent, then transfers the call to the appropriate department later. On the other hand, cold call transfer is a quick, direct way of connecting a call to the relevant department without a prior conversation.

Warm transfers are beneficial when you need to resolve complex issues or customers need to be addressed immediately. Also, a warm transfer is ideal for keeping your leads engaged for sales calls. This approach shows your prospects that you are attentively attending them, which will eventually limit the number of transfers in one call.

Cold transfers are ideal when your team is out of the office or in certain situations when you want to progress a call. For example, if the caller needs to reach the right department and neither their identity nor the identity of the agent matters, a cold transfer is an ideal choice.

How To Flip Your Active Call?

Call flip, also known as call pushing or pulling, is a type of call transfer that allows you to send a call to yourself on another device rather than a third party when you click on the transfer button. 

This is especially beneficial for people who are on the road and need to quickly Warm transfers remedy situations like the ones described above transfer a call from an IP phone to a smartphone. Similarly, if your smartphone’s battery runs out, you can transfer the active call to desk phone, softphone, or another intelligent device using this call transfer method.

One of the most appealing aspects of call flip is its consistency; your clients won’t notice the difference when you move them so that they won’t feel juggled around. 

You can also multitask more easily because you can keep the call continuing even when you’re on the move. Simply transfer calls from an IP desk phone to a softphone with a headset to free up your hands.