Call Transfer is one of the most important features you can offer to customers calling into your business.
Call Transfers are 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.
What Is Call Transfer?
The call transfer app allows you to redirect a connected call from your phone number to a team member. Once you transfer a call, 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.
Watch the Video Explaining 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?
Before jumping to these differences, you need to know what is the difference between call forwarding and call transfer, When a call is being transfers without any conversation, it will be in call forwarding, and if transferred after a conversation with caller, then it is call transfer. Now 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.
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 transferring calls varies with different types of call transfers. Now that we know about the different types, let us see the process of transferring calls to another department with CallHippo.
You can transfer calls internally and externally in both ways. But, first, you need to follow the below steps.
1. For Transfer Calls Internally:
- 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 Transfer calls Externally:
- Dial the number
- Press “ Forward” (once the call picked up)
- Click on Contacts
- Select Transfer Now or Talk with the User
What Other Features you Get With Call Transfer with CallHippo
Deliver your daily calling commitments like a pro with CallHippo’s super-efficient Power Dialer function.
Multiple telephony providers before placing a call. You can now safely bid adieu to all your call connectivity issues.
Global Connect helps you know the right time to call your international clients.
A Call Queue places incoming call in a line when the agent is busy attending other customers.
Call Barging is when a supervisor who is silently monitoring the call decides to enter the conference bridge.
Record every call on each of your numbers to better monitor your performance as a team.
Receive voicemails by email in your inbox. Play them directly from your email.
Track your phone support performance. Measure the % of missed calls, call load of each teammate, etc.
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.
What Are The Benefits of Call Transfers?
If you have a phone number transferring service for your business, there is no doubt that you will accrue a vast number of benefits! You need to get a call forwarding number to witness a magical transformation of your bottom line results.
Here are some key advantages of the call transferring mechanism in a virtual phone number:
1. Staff Availability
One massive advantage of having a phone number transferring service is that it makes sure that you are accessible round the clock to team members and valued clients. This is especially important for organizations where the workforce remains constantly on the move due to fieldwork or official travel – call forwarding makes sure that you are always available to receive essential communication!
2. Expand Your Company Presence
Having a virtual office phone which can transfer calls means that your company can dominate a larger customer base in foreign markets! It enhances your company’s reputation and facilitates you to conduct business in regional markets, thereby magnifying your organization’s presence on a global level.
3. Better Customer Service and Engagement
Having a virtual phone number with transferring service is definitely an amazing way to boost up customer engagement levels and show your prized client base how much you value their relationship.
Call forwarding makes sure that you are never too busy to attend to your customers, as it can transfer calls to the required support staff or technical department immediately. Your customers do not need to wait endlessly in telephone queues, rather their calls are instantaneously forwarded to a company representative, giving your clients the highest level of customer service!
Any business owner needs to get a call transferring number, as it will definitely make life more simple and convenient. The office staff does not have to stay confined within the organizational premises as they can look into their business calls – enhancing mobility on the job!
Call forwarding keeps your team members and the customer in direct contact with you – no interruptions or time delays – making sure that your organizations escalate the productivity and performance levels!
5. Continual Phone Monitoring
It is very important for new and growing business organizations to make sure that their phone lines are continuously monitored so that they don’t lose out on precious opportunities and a broader client base. They need to have their phones constantly manned so that the new business ventures can get off the ground.
A call transferring service will make sure that your phone lines are continuously monitored so that no important call goes to voicemail.
Frequently Asked Questions on Call Transfer
Are there any limitations on call transfer?
No, there are no limitations on phone call transfer with CallHippo. It allows you to redirect a connected call from your phone number to any team member. Once you transfer a call, 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.