Glossary

Glossary | I | What is inbound calls transferred

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.

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

Blogs

Inbound Call Centers: Enhancing Customer Experience with Every Call

<p>Customer experience (CX) represents one of the most crucial differentiators in the modern business environment. This is because it frequently breaks or makes a brand. Therefore, conta....

Why Order Taking Services Are a Game-Changer for E-Commerce?

<p>Today, we live in a fast-paced world where we are constantly looking for instant gratification, don&#39;t we? We do everything to double the speed, and digital commerce is no ....

What is Inbound Calls Transferred?

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

Inbound Call Centers: Enhancing Customer Experience with Every Call

Why Order Taking Services Are a Game-Changer for E-Commerce?

Our Esteemed Clientele

Call Center in India Advantages

Next-Gen BPO Services: Transforming Call Center Operations in India

Grow withGo4customer

What is Inbound Calls Transferred?

Related Questions

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

Inbound Call Centers: Enhancing Customer Experience with Every Call

Why Order Taking Services Are a Game-Changer for E-Commerce?

Our Esteemed Clientele

Call Center in India Advantages

Next-Gen BPO Services: Transforming Call Center Operations in India

Grow with
Go4customer