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Warm Transfer

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Table of Contents

01

What are Warm Transfer in Contact Centers?

Within contact centers, a warm transfer is when agents and/or callers are provided with information after a call has been directed to an agent. This makes both parties more prepared for the conversation, facilitating a more informed conversation.

In warm transfers, the agent or the software collects information and uses that data to transfer the call or to pass the information along to the next agent/contact center representative.

Warm Transfer3

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02

Types of Call Transfers in a Contact Center

There are two main types of call transfers in contact centers:

  • Warm Transfer
  • Cold Transfer

Warm transfer, as discussed above, is when calls are transferred to a new agent after the new agent is briefed on the customer’s concern.

A cold transfer, on the other hand, is when the caller is transferred to a ring group or another agent without the new agent being briefed on the caller’s information first. This means the customer will have to repeat all the information they gave the first agent, as the new agent won’t be briefed on customer details or customer concern. In cold transfers, the new agent will get the call but can choose to accept or reject it. 

Cold transfers can often be frustrating for customers because they need to repeat all the information they gave the first agent, over again, to the next agent.

Warm Transfer1

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03

Why are Warm Transfers better than Cold Transfers?

Warm transfers ensure better customer experience by eliminating the need for a caller to have to continually repeat their information to every new agent they are routed to. 

These are a few advantages of warm transfers:

Facilitates Addressing the Customer Issue Immediately 

  • By eliminating the need for customers to have to repeat their concern, warm transfers allow agents to dive directly into the customer’s pain point. This also makes customers aware that their concern is being taken seriously.

Better Agent Collaboration

  • With warm transfers, agents who transfer the call can brief the new agent with relevant information about the caller. This also reflects a level of collaboration and teamwork within the contact center. 

Better Customer Experience

  • Warm callers ensure that customers are getting better experience as they don’t have to repeat their information to the agents they are transferred to. Customers experience a quick and seamless call experience with warm transfers.
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04

When should Warm Transfers be used?

Warm transfers are more beneficial to contact centers than cold transfers, and these are a few instances in which its use is most helpful:

  • When a caller connects to the wrong department, warm transfers can be used to route them to the right department. This ensures that the caller won’t need to repeat the information they gave the initial agent to the new agent.
  • Warm transfers can be used to route customers to sales representatives when a customer is interested in the company’s products/services.
  • When an agent is unable to solve the customer’s problem, they must use warm transfers to route the customer to an agent better equipped to respond to them. The customer may already be frustrated because of the lack of help from the first agent and a warm transfer will eliminate the potential frustration they may feel from having to repeat all the information they gave the first agent.
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05

FAQs on Warm Transfer

Answer: Warm transfers improve not just customer experience, but agent experience as well, as agents don’t deal with as many frustrated callers. When customers have to repeat their information to agents they are transferred to, they may start to get angry or frustrated at the service and may start speaking to the new agent in a more crass tone. Warm transfers ensure happier customers, which ensures happier agents as well.

Answer: “Blind transfers” is another term to refer to “cold transfers”, and occur when a call is transferred to a new agent without the initial agent providing a briefing on the customer’s information and concern.

Answer: With new technology and updated softwares, warm transfers can be simplified and automated. With call distribution technology, even the first agent is provided information on the caller, either verbally, or on their screen. This technology can automatically collect information and direct calls appropriately, lowering the total number of calls that will need to be redirected within the contact center.

Answer: With higher customer satisfaction, shorter average handle times (AHT), and higher first call resolution (FCR), warm transfers are most certainly a tool that contact centers can equip to improve their performance.

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Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.

Hindol Basu 
GM, Voxco Intelligence

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