Call transfer is the act of sending a call from one user to another. Any business that has a lot of incoming calls daily will definitely need a Call Transfer feature. One thing to keep in mind is that customers do not like to be transferred from one agent to another during a call. They prefer to talk to one person from beginning to end. So, if you want to transfer the call, you need to know how to do it properly so as not to lead to customer dissatisfaction.
In the case of call transfer, the two main strategies used are cold transfer and warm transfer. You need to understand the difference between the two and determine what your customers prefer. In this article, we are going to explain the types of Cold Transfer and Warm Transfer.
Cold transfer vs. warm transfer
Call transfer is a standard feature for communication through modern telephone services and basically means transferring calls from one user to another.
There are two ways to transfer a call: cold (blind) and warm (attended). The main difference between the two methods of call transfer is whether or not the caller is introduced before the transfer. Warm Transfer involves the introduction, conversation, and presentation of caller’s information to the agent, after which the call is transferred to the relevant department. In the Cold Transfer method, the call is connected to the relevant department quickly and directly without prior call.
Cold transfer, also called Blind Transfer, occurs when you transfer a call to another agent without first talking to them. The new representative to whom the call is attached may decide to answer or ignore the call.
In the cold transfer, the customer or caller must re-state their details and explain why they contacted the new agent. The whole process can be annoying for the caller, and some of them may decide to end the call with a voice message or callback options. Because repeating the problem, especially when the customer has called because of dissatisfaction, can be very annoying and unbearable for the customer.
Cold call transfer was once known as the standard business solution, but most businesses now decide to migrate to warm transfer to improve responsiveness and customer satisfaction. When you call a small call center that still manually transmits the call, it is likely that your call will be transferred to the relevant department without talking about your status. As a result, after communicating, you should provide a brief explanation about your problem. If you are unlucky and the agent forwards your call, you are expected to repeat this explanation process a second time. This problem also occurs when the organization has a secretary and the secretary transfers the call to the relevant agent without explanation.
Warm transfer is actually designed to fix cold transfer defects. In a warm transfer, the new agent who receives your call is notified of the details, location and reason for your call. You do not have to repeat the details when the new agent receives the call.
It also makes things easier for the new agent because if he already knows who he is talking to and why he called, he will be more prepared to serve and respond. This saves time and does not make the caller unhappy with the repetition of details.
In the past, warm transfer companies usually had a secretary who would notify the call center agent via instant messaging, and in some cases he/she might even call the operator to notify them of the call. Today, with VoIP service, these answering machines have given way to IVR, and the IVR system automatically directs and routes calls.
Warm transfer makes callers feel valued. With a warm transfer, the agent can even greet the caller when answering the call and actually use customized answers.
When to use cold transfer and warm transfer?
As we said, warm transfer is generally better than cold transfer, so why use cold transfer at all?
Yes, warm transfer is friendlier and has a better look. But the cold transfer still has its place.
Cold transfer sample
For example, you are in the support team and the caller is requesting a bill, and you need to keep your line open to handle backups. In this case, you do not need to share information with the sales agent and you can connect the call directly to the financial team.
Hot transfer sample
Consider the example above. We now want to improve the response process by using warm call transfer. Suppose a customer calls and requests a bill. You call your co-worker in the financial unit and let him know that someone is waiting behind the line. But your coworker is going to a meeting and is asking you to let the client know by leaving a voicemail to call after the meeting. Now suppose that if you connected this call to the financial unit by cold transfer, the customer would be redirected to the mailbox without notice and might cause dissatisfaction.
Also, warm transfer can help you when you are waiting for a special call. Suppose you are waiting for a call from someone and your coworker notifies you through a hot transfer that someone else is behind the line. In such a situation, you can decide whether you want to answer that call or you will call him at another time.
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