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Glossary

What is call transfer?

Call transfer refers to relocating an inbound call to another phone or messaging system. It is also known as call forwarding. Typically, a dedicated call transfer button on a physical phone is used for this, although software can also be used.


Depending on the system, the call transfer receiver might or might not be able to reject the call. A transfer often includes the caller's phone number or some other sort of identification. More information, including comments from previous call handlers, can frequently be sent with the call on more complicated business phone networks.

Types of Call Transfer

Call transfer is the process of sending calls from one user to another. Whether it is an incoming or outgoing call, your business has to handle it. Besides, we also need to keep in mind that customers don’t want to be transferred from one to another agent. They like to connect with one agent from start to end. Therefore, when you want to transfer the active call from one to another agent, so, you should know how to do it in the proper way to avoid dissatisfaction with the customers.


Well, two main strategies are used for the call transfer i.e., cold call transfer and warm call transfer. So, you should understand the difference between them and determine which one your customers prefer.

Cold Call Transfer:


When you transfer the active calls to a new agent without first talking with the customer then it refers to a cold or blind call transfer. It can occur due to numerous reasons. 


Additionally, it can be annoying for the customer to be transferred and considered unprofessional. Additionally, it could be challenging for a new representative to understand the problem when chatting with cold callers, and some callers may decide not to talk at all if they have to repeat themselves. Some customers can even hang up since they don't want to repeat the entire process.


Therefore to increase customer experience and improve sales and retention rates, businesses prefer to switch from cold to warm call transfers.

Warm Call Transfer:


A warm call transfer refers to the solving of the issues of cold calling. During a warm transfer, the next agent you speak to is notified of your identity, whereabouts, and reason for calling. You do not have to reiterate the specifics as a result.


The new agent can provide service and reply as necessary without asking questions or being confused by details because he already knows who he is speaking with and why they are calling. Customers are pleased as a result of not having to repeat themselves and receiving service more quickly.

What is Call Transfer Rate?


The call transfer rate refers to the percentage of inbound calls that are transferred to a representative other than the first-answering agent to find a resolution to the customer query. Your call transfer rate decreases as your FCR increases.


Here are the steps to calculate the call transfer rate in a content center.


(total calls in a day that are not answered by the first agent to whom they have routed + total calls that are answered by the agent but transferred to another owing to problems being resolved) x 100


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