Call transfer is a process by which a call can be transferred from one person to another, regardless of phone number or physical location. All that needs to happen is for the first caller to enter the second party’s extension, and then they are connected. Of course, if your company wants a bit more control over transfers, you can program specific numbers to trigger certain reactions using an automated system. This can help keep your business running smoothly and ensure nothing gets lost in translation during a potentially significant transaction with a customer or client.
Blind transfer, also referred to as cold transfer, occurs when the caller transfers the call to another without any communication between them. In this scenario, the transferring caller does not need to provide any information as they hang up after initiating the call transfer. It is typically used when no additional information regarding the transaction needs to be passed on.
This type of call transfer has its pros and cons. On the one hand, it is quick and efficient. However, on the other, there are times when it may be helpful to give additional information or provide context before connecting with someone.
Attended transfers, also known as warm transfers, require a bit more involvement from the transferring party. In this scenario, the caller is encouraged to speak with the new party before the call is transferred. This type of transfer typically involves a brief conversation that can help set expectations and provide context for both parties.
This type of transfer is beneficial when providing an account number, information about what actions should take place, or other pertinent details. It also helps ensure no confusion when someone picks up on the other end.
Browsing our website but still unsure or have questions? Schedule a demo with one of our customer service advisors, and we promise you an enjoyable, non-obligatory session focused on solving your business communication needs.