Warm Transfer Vs Cold Transfer: What You Should Know
It’s an open secret, that to be helpful and successful, call centers should take into consideration the level of customers’ satisfaction, which often depends directly on the call quality.
But when your business is facing a high call volume, the average answer time can get worse, so it should obviously be compensated by the high quality of support your call center agents offer. To achieve this goal, call operators should be familiar with all the details of the services provided and be good at what they introduce to their customers.
Still, sometimes a customer simply needs to be connected to a different department to get answers to his questions. Here is where call transfers can be a good help.
What is a Call Transfer?
A call transfer is the process of moving a live phone call from one user to another. No matter if it is inbound or outbound, a call transfer option lets you redirect a phone call that’s currently in progress to another phone number, agent, or extension.
A call transfer option can not be overpraised – forwarding a call to the right department in time maximizes your agents’ productivity, meantime your callers get help quickly and have nice experiences after contacting your Call Center.
A cold call transfer happens when the Call Center agent passes the conversion to another agent and leaves the call once the transfer button is clicked. In this case, the desired agent receives a new inbound call he is not informed of. If he is busy with some other tasks and can’t pick up the call, this call will go to voicemail.
Though cold transfers are quick to initiate, they can be difficult because they are pretty much starting from scratch as there was little to no information transferred.
The hardest part about these types of transfers is the reaction time and the disadvantage a caller and receiver have. Choosing this transfer type, you should keep in mind that the most important task of a Call Center is to make the customers feel as if they mean a lot to the company, and wading around blindly does not help the relationship.
A warm call transfer means that the agent talking to a customer, will first speak to the appropriate agent he is transferring the call to, introduce a customer to this agent and only after that leave the call.
Traditionally, during the warm transfer, the caller is put on hold while the call center operator dials his colleague or the desired extension to pass the call. After being informed, the transfer destination can then accept the call being better prepared to help, and complete the transfer.
The warm transfer has numerous benefits for both Call Center agents and callers. For those who call, there is no need to repeat themself numerous times to different agents, meanwhile, an associate receiving a warm transfer is already aware of the caller’s needs.
A Tip from Nectar Desk 👉🏻 : When you are going to put a client on hold, make sure you have nice and not annoying hold music on the line to keep your customer engaged while he waits.