Distinguishing Factors About Call Blind Transfer and Warm Transfer Service
Call transfer service can be defined as the act of relocating your call to another extension (user) usually for the caller to get assistance from an expert. You can either decide to relocate the call without informing the person on another end of the line about the caller (blind transfer) or tell the person all the required details about the caller (warm transfer). Call transfer is a component of call centers since agents and managers often transfer calls to one another as a method of helping clients get help.
We’ve talked a couple of times about the impact of a courteous client management on the picture of your enterprise. On this article, we’re singling out types of call transfer and their implications on the reputation of a company.
Maybe it’s that period of the year whereby your firm receives tons of calls from clients or maybe your conversion campaigns are beginning to work. In any case, customers on the queue need help in one way or the other. Oftentimes, there are few agents in the contact center that can handle technical tasks and hence cannot help callers effectively prompting them to start a call transfer service.
Because of the voluminous tasks, an agent/manager may decide to forward a call to another extension without informing the other person on end of the call – this’s a blindly transferred call. The agent may either pick up or drop the call immediately.
The caller is forced to submit his/her details once more. It’s just irksome for the caller, and some may end up dropping calls without callbacks or leaving voicemails. Small business owners should use virtual phone systems so that they can hire remote clients during peak periods. The supplementary agents can suffice during the hours where everyone is busy, and there is need to handle more customers.
Call transfer service is not about mastering the call forwarding code but rather about ensuring the caller gets a gratifying service on the other end of the line. Leaving customers on hold listening to hold music is not acceptable.
Blind Transfer Effects:
- Creates a wrong impression
- Unethical business practices lead to lost revenue
- Poor conversion rates
- Unsatisfied customer base ripples the effect downstream the marketing funnel leading to decreased customers entering the retention phase
- Poor coordination among agents
Call Transfer Service: Warm Transfer
When agents transfer callers’ calls after informing the other person at the end of the line the reasons for transfer and giving out the full caller’s details, it’s called warm call transfer. Businesses which use VoIP business phone service can efficiently transfer caller’s particulars in a matter of seconds. The cloud system synchronizes all caller’s data within the database and CRM channels with call center software allowing every agent to view the customer’s details in real-time.
The process of warm call transfer starts by informing the caller the reasons why you’d like to transfer his/her all. Assure the caller that by transferring the call, he/she would get valuable and unprecedented help.
There are several call forwarding apps out there that a business may use for efficient call transfer process. Remember to browse through various reviews before settling for a particular app. We at Nectar Desk call transfer service can help you get the best VoIP service and a decent call transfer app for your business. Contact us below for free help.