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Glossary

What is Inbound Calls Transferred?

In call center service industry, inbound calls transferred is a term that refers to the inbound calls that a customer care executive at a call center transfers to another. A call can be transferred using a transfer key or switch hook flash and dialing the required number. The transferred call can be announced or unannounced.

In a call center environment, following three types of call transfers can take place:

1.     Warm transfer: In this type of call transfer, a call center executive dials a number and communicates with the person who has picked up the call before shifting the caller over to them. This can be a 3-way conference before the call center executive hangs up the call. A typical example of a warm transfer is when a receptionist, be it a live       receptionist or a virtual one, answers a call for a company and informs the party trying to be reached who the person is and the objective of the call.

2.     Tepid transfer: This type of call transfer requires a call center executive to dial a number and transfer the caller on to the called number without communicating with the 3rd party. Usually, tepid transfer comes into application when a handover is being made to a number where queue management has been employed in some capacity.

3.     Cold transfer: A cold transfer is not really a transfer. It is a pass-on of information for a caller to dial a specific number after he hangs up the current call. In certain instances a cold transfer may be employed by dialing/calling the desired number on the behalf of a caller. In such cases, the call handler, who has dialed the number, hangs up without waiting for the called number to be answered.

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