Connect the right agent to the right call. Facilitate quick resolutions with effective call transfers by Voxco!
Call transfer is a process of redirecting a call to another number or messaging system. In simple words, it is a telephony feature used by call center agents for transferring live calls to other agents. This process is often performed by using a dedicated call transfer button either on a physical phone or through software.
In case a caller gets connected to the wrong agent or department, the call can be transferred to an appropriate person instead of having the caller hang up and dial a different number. A call transfer is an excellent way of delivering better customer service and maximizing your agents’ productivity.
It’s not possible for anyone to become a master of every skill. There will always be an agent who would be better than the other for dealing with something. By leveraging call transferring, agents can quickly transfer a call to another agent who’s more proficient to resolve your caller’s issues. This helps to resolve cases faster as the customer doesn’t have to wait on the call for too long.Â
There are cases where a customer wants to get in touch with a specific agent or vice-versa, i.e. where an agent knows how to effectively handle a particular customer. Regardless of the scenario, call transfer plays a pivotal role in providing personalized customer support that your callers crave for. By delivering contextual customer support, it makes your customer feel valued and appreciated amongst the other callers.
Call transfer is a telephony feature that enables an agent to transfer a call to another agent.
The call transfer can either be a warm transfer or a cold transfer. The warm transfers are informed transfers wherein the receivers are provided sufficient information whereas the cold transfers are unannounced or blind transfers.
The need for a call transfer arises when a caller reaches a wrong department or when only a particular agent or department can resolve the query a customer is facing.
In a call transfer, the call gets transitioned from one agent to another after the beginning of a conversation. A call forwarding is different because it usually occurs before answering the call.
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