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Call Transfers: Cold/Blind vs Warm Transfer

Call Transfer is one of the most important features you can offer to customers calling into your business. However, it is reasonable to assume that the agent on the phone will not always have the best answer or solution.

Call Transfer is a great way to ensure that you can hand over a call to someone with an issue when you are unsure how to handle it. It also shows your customers that you care, and cold/blind transfer and warm transfer are the types of call transfers that optimize your process.

Skyrocket Customers Satisfaction With The Right Type Of Call Transfer

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What Is Call Transfer?

The call transfer feature allows you to redirect a connected call from your phone number to a team member. Once the call transfer is done your call will be disconnected and the transferred call is established as a new connection. In simple words, you answer a call and then send it to another extension inside your office.

Call Transfer

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 call, you need to know how to do it properly to avoid customer dissatisfaction.

The two main strategies used 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 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 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 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.

Warm Transfer vs. Cold Transfer

The key difference between these two methods of 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 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, 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.

Everything About CallHippo Call Transfer Feature

How To Transfer Phone Calls To Another Phone With Callhippo?

Call Transfer is one of the most important features of any virtual phone number service. It enables you to transfer a call to another person without disrupting the flow of communication.

The process of call transfer varies with different types of call transfers. Now that we know about the different types, let us see how to transfer calls with CallHippo.

You can transfer the calls internally and externally in both ways. But, first, you need to follow the below steps.

1. For Internal Transfer:

  • Dial the number
  • Press “ Forward” (once the call picked up)
  • Click on Sub User name
  • Select Transfer Now or Talk with the User

2. For External Transfer:

  • Dial the number
  • Press “ Forward” (once the call picked up)
  • Click on Contacts
  • Select Transfer Now or Talk with the User

More Features

Power Dialer
Power Dialer

Deliver your daily calling commitments like a pro with CallHippo’s super-efficient Power Dialer function.

Smart Switch
Smart Switch

Multiple telephony providers before placing a call. You can now safely bid adieu to all your call connectivity issues.

Global Connect
Global Connect

Global Connect helps you know the right time to call your international clients.

Smart Call Forwarding
Smart Call Forwarding

Each user can choose to have calls forwarded to several phones, to remain reachable even on-the-go.

Call Transfer
Call Transfer

The Call Transfer feature allows you to redirect a connected call from your phone number to a team member.

Call Conference
Call Conference

It’s a feature that will enable you to add a third person to your two-way call and turn it into a 3-way conference.

Call Queuing
Call Queuing

A Call Queue places incoming call in a line when the agent is busy attending other customers.

Call Barging
Call Barging

Call Barging is when a supervisor who is silently monitoring the call decides to enter the conference bridge.

Call Recording
Call Recording

Record every call on each of your numbers to better monitor your performance as a team.

Voice Mail
Voice Mail

Receive voicemails by email in your inbox. Play them directly from your email.

Call Analytics
Call Analytics

Track your phone support performance. Measure the % of missed calls, call load of each teammate, etc.

On Hold Music
On Hold Music

On Hold Music from CallHippo is a great way to keep your callers happy and engaged while on hold or upload your own custom music.

Automate pre and post telephony tasks with CallHippo’s 100+ app integrations

Frequently Asked Questions

Are there any limitations on call transfer?
No, there are no limitations on call transfer with CallHippo. It allows you to redirect a connected call from your phone number to any team member. Once the transfer is done, your call is disconnected, and the transferred call is established as a new connection. It is a useful feature that enhances your organization’s mobility and ensures that not even a single call is missed for any reason.
Does call transfer cost more?
No, CallHippo provides users with the call transfer feature with all its Platinum Plan, without any extra cost.
Can users transfer calls to numbers outside of the organization?
No, users cannot transfer numbers outside of the organization – the call transfer feature can be used to transfer calls to team members’ extension numbers. If the caller mistakenly calls the wrong department, you can transfer him to the correct number.

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