Warm Transfer Vs Cold Transfer: What You Should Know
Sometimes it is very difficult to figure out what is good and what is not when it comes to call center software. We want the basic features like auto calling, the display of information at our finger tips but is there anything else that would go well with it?
As a business owner it can be very hard to decide what exactly your company needs and what would be the best for your call center. Picking the wrong software could be a very costly mistake.
How do you know what type of software you need when it is difficult to understand all the different components that could go into one? Here is what you need to know if the software is up to the task.
Warm Transfer vs Cold Transfer: What is the Difference
One of the most important areas to look is call transfers. There are two types of call transfers, the cold transfer and the warm transfer. Cold transfers are when the automatic software gets a hold of a potential customer and transfers them directly to your customer service representative. A warm transfer is where they are transferred to your representative as they were attempting to call in or are a previous customer.
Throughout the process, quite a bit of information is collected and it is very helpful to have a software that displays all of it so you can be friendly and knowledgeable of the person that is on the phone. Cold transfers are difficult because they are pretty much starting from scratch as there was little to know information transferred.
The hardest part about these types of transfers is the reaction time and the disadvantage a caller and receiver have. The most important part of a center is to make the customer feel as if they mean a lot to the company and wading around blindly does not help the relationship.
Software in call centers is critical and impossible to work without. Nectar Desk provides a robust warm and cold transfer option that can make it easier for any customer service agent and sales manager. Choosing the right software is essential and Nectar Desk can give you everything you want plus more.