What is a Call Transfer? Types and Benefits

Call transfer is a telecommunication feature that directs active calls to the next agent or appropriate departments. This feature is commonly used when the first representative is unable to solve the caller’s problems/troubles. By switching agents, call transfer ensures that calls are handled by the most qualified person to deal with customer issues more effectively.

There are mainly two types of call-transferring methods: cold transfer and warm transfer.

In cold transfer, the call is transferred to the next representative without providing context on the caller’s details and issues. The receiving agents are fully unaware of the calls and customer queries. So, the clients may need to repeat the questions for both agents which can lead to miscommunications and frustration. The companies typically use this method during the peak hours when there’s a high volume of incoming calls.

Warm transfer is a mechanism in which calls are transferred only after the next agent is aware of the caller’s inquiries. Before transferring the calls, the initial agent passes relevant information about the callers, including name, account information, and query, to the next receiver. This is a better call transfer method for providing a satisfactory customer experience.

Call transfer helps to redirect the customer’s calls to the right department. This helps to resolve customer queries efficiently when the first agent can not address the issue.

Call transfer allows the initial recipient to route live calls to the appropriate destination seamlessly and effectively. This reduces call drops and ensures each call is handled promptly. It ultimately leads to improved operational efficiency and better call management.

With call transfer, all queries are forwarded to the appropriate department where the caller can get expert support. This improves the overall experience and enhances customer satisfaction.

As the call is transferred to be handled by the expert, the customers do not need to call back. It ultimately saves time and money for both parties (clients and company). Plus, call transfer reduces the chance of missed opportunities by effectively addressing the customer issues from the very first call.

During the warm transfers, the next representative is always informed about the caller’s details and issues. As a result, there’s continuous communication within the organization, improving team collaboration.

Calls can be transferred manually or automatically to various devices, such as landlines, mobiles, computers, and tablets. This means you can transfer the phone calls to any agent, no matter which device they’re using. It’s especially useful for remote workers.

To transfer calls from one phone to another, simply keep the caller on hold and press the “Transfer” option. Explore the process in detail here:
 

1. First, inform the caller that you’re transferring the call to another agent, then put them on ‘hold’.
    
2. Dial the extension or number of members or departments to which you want to transfer the call.
    
3. Then, press the ‘Transfer’ button or select the transfer option on your phone.

Generally, cold transfer is used during busy periods when business is getting high call volume. Similarly, it can also be used in simple issues which don't require any additional expertise to solve.

On the other hand, the warm transfer would be beneficial for complex queries because it’s best to handle sensitive issues by experts. It results in higher customer satisfaction.

Call transfer is an important communication feature within an organization to move a live call from one agent to another. This is very helpful when an agent is unable to address the customer query by handling the call instantly to another agent. By doing so, companies can enhance the customer experience and improve operational success.

The most common call transfer problems include call drops, long call hold times, miscommunication, and improper routing.

To activate the call transfer, access the call settings on your phone or management system that are provided by your service providers. Then, you will find their call transfer option, enable it.

Call transfer is the method that routes live calls to the next agent or department to resolve troubles or questions that arise in the caller’s phone system. On the other hand, call forwarding directs incoming calls to an alternative person or number if the first person is unavailable.