You might need to transfer calls if you work as a receptionist in a call center or are a call center operator.
Although most callers can easily be cold transferred, there may be times when warmly transferring a caller is necessary to not only resolve the caller's issue but also to ensure the best customer experience.
What is a Warm Exchange?
Warm transfers allow the initial agent to forward a caller to another representative while first conversing with the new agent. After the initial greeting, the caller will be placed on hold, and the initial receptionist will call the appropriate agent to speak directly with them. The caller should provide valuable information to the new representative, such as their name, background, and needs.
The original employee will usually speak with the caller once more to inform them that the requested agent is on the line. After the transfer is complete, the original representative will introduce the caller and drop the line. The new representative will handle the remainder of the call.
Warm Transfers
The customer experience is made easier, more efficient, and less frustrating by warm transfers. They can reach the person they want to talk to without repeating themselves or being rerouted by mistake.
Agents will find warm transfers easier. They help ensure that callers are transferred to the right person or department. This eliminates the need to make multiple transfers.
Warm transfers also help representatives prepare for the caller's needs because they have a better understanding of the situation. This allows for quicker resolutions and faster answers, which reduces average handling times.
Warm transferring a caller is not only beneficial for the above reasons but also offers other benefits:
- Increase in first-call resolutions
- Higher customer satisfaction rates
- Increased productivity between the representative and caller
- Increase in personal relationships with customers
What's the Difference between a Warm and Cold Transfer?
A warm transfer is one of the many types of transfers. Warm transfers are often viewed as more polite than cold transfers because they allow the caller not to repeat information that has already been given.
Cold transfers are when the agent transfers the caller to another agent without first speaking with the customer. Cold transferring a phone call is a preferred method for transferring a caller in most cases. Here are some examples of cold-transferring a caller:
- A caller may be routed to the wrong department if they are not qualified.
- A basic question does not require specific information.
- Callers may request to leave a voicemail message to a particular representative if they call.
To set expectations, it is important to inform the caller that you are transferring them to another department. It's not possible to guarantee that callers will reach their destination, unlike a warm transfer. In such cases, it is best to inform them to leave a message.
When is it Appropriate to Warm-transfer a Caller?
Some calls and interactions do not require warm transfers. Many callers simply need a cold transfer to get to the correct department or representative. There are some situations when a warm transfer may be the best idea and the best thing for the caller. These are some examples:
- Escalation calls
- Emotional calling
- Sensitive calls
- Aggressive calls (these should warm transferred to a manager)
- Calls in which the caller has called several times but has not been answered
It is crucial that each caller feels heard and understood and that their situation is being dealt with appropriately in all of these situations. These types of calls can cause frustration and anger, as well as annoyance.
What Should you Say to Warm Transfer a Call?
Warmly transferring calls to callers is a good way to show empathy, even if they are not the right person to solve their problems. Active listening and the right customer service voice can help you do this. Let them know that you can't help them all and will transfer them to someone who can.
You should also let them know you will be speaking with another representative before you transfer them to discuss their case. This will make it easier for the caller and reduce frustration, even if there is a longer wait time. This is an example of a warm transfer:
To the caller "I'm sorry to hear about XYZ. Angela, my colleague, would be the best person for you to help with this issue at this moment. Let me send you to them. Before I do, I will tell them that you are calling for help with XYZ.
To your colleague "Hello, Angela!" I have one of your claimants on the backline. They are calling from XYZ. They will be informed that I'm transferring them directly to you.
To the caller "Thank you so much, [First Name] Angela is on the phone, and I will be transferring you immediately.
You can reassure callers that they will be taken care of and increase their confidence in your ability to solve their problems. To ease the tensions of callers who are receiving warm transfers, make sure you answer the phone.
If you need to transfer the call to voicemail
Warm transfer calls involve the first representative making the call and transferring it to the second after a brief introduction. Sometimes, however, the second representative may instruct you to transfer the caller to the next person after a brief introduction. In these cases, the call will be transferred to voicemail. This can be due to:
- The second representative is currently working on another case
- The second representative is currently examining the case of the caller
- The second representative is active on another call
Even though this may not be what the caller is looking for, there are still ways to make it a pleasant experience. This interaction is an example:
To the caller "I'm sorry to hear about XYZ. Angela, my colleague, would be the best person for you at this moment. Let me contact them to see if they can help you.
To your colleague "Hello, Angela!" I have one of your claimants on the backline. They are calling from XYZ and their name is [First Name, LastName].
From your colleague "Hi! Right now, I am finishing the paperwork for another claimant. Could you please transfer [First name] to my voicemail and let them know I will return your call as soon as possible?
To the caller "Thank you so much, [First Name]" Angela was on the phone with me. She's currently working on paperwork for another claimant, but I can transfer your call to her voicemail. Angela assured me that she would contact you as soon as possible
How Technology Today can Help?
Call transfers were difficult in the past due to outdated phone systems. You could be disconnected from calls or have confusion when making transfers.
The ease of calling has improved thanks dramatically to calling technology. It can now be done on a computer screen, not on the phone. Employees can now select from a list of extensions and departments or type an extension on a virtual keyboard, which allows them to transfer calls seamlessly.
A 24/7 virtual receptionist is available to help you transfer calls. This gives you exceptional Voice Text-based customer service even before they speak with you.
In certain cases, warmly transferring a caller to your company is the best thing for both you and the caller. Warm transfers are necessary for calls that are emotionally charged or escalated. This will help to de-escalate any further issues and help the next representative to best assist the caller. Contact LHI for more information about warm transfers software assistance.
Call Transfer Etiquette - 8 Dos and Don'ts
These are some simple rules for call transfer etiquette that will show respect, professionalism, and helpfulness to your business caller.
Imagine the following scenario: A customer calls you to resolve a problem with your product. After she has listened to the auto attendant menu and selected the appropriate prompts, she will be placed on hold for a few more minutes before she can speak with the next representative.
When a representative answers the phone, they are given the customer names, account information, and details of the issue. The rep informs her that he is unable to assist her but will direct her to a suitable source. The representative abruptly puts the client on hold and requests information from a different representative.
It is easy to understand why customers would get upset. From the difficulty in getting a human to answer the phone to waiting on hold and being told she must explain everything to another representative. These scenarios highlight the importance of mastering call transfer etiquette.
Call Transfer Etiquette: 8 Steps for a Trouble-Free Conversation
We've now contrasted and compared various call transfer types. Let's move on to call transfer etiquette's dos and don'ts.
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Train your employees on how to use the telephone system
Training your employees is the first thing you should do when a new hire begins or your business switches to a new telephone system. You can record a greeting, delete or access voicemail messages, park a call, transfer a call, and even store them.
These business-calling tasks will be required of your staff on a daily basis. They will need to learn how to perform these tasks, so they don't get distracted from their work.
Or worse, reverting to the intro: Let's say the rep tells the customer she is being transferred but then accidentally hangs up on her.
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Ask for the caller's callback number
If the caller needs to be transferred to another party, request her phone number so you can get in touch with her. Your colleague will be able to contact her back right away to continue speaking if the phone drops during the transfer.
Although you have put in a lot of effort to get her back on track, this is not a healthy situation.
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Tell the caller she is on hold for a while (before you transfer the call).
Tell the caller she will be placed on hold while you talk with your colleague about the issue. Keep in mind the call route she has taken before you speak with her. You should tell her all the details so she understands that you respect her time and are trying to solve her problem.
LHI Pro Tip - Consider the music your callers hear while they wait on hold. To reset the conversation's mood, you might play calming instrumental music or smooth jazz.
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Give your coworker information about the caller and any questions at hand
Although cold transfers can be made, warm transfers are always the best. It's easier for the caller to understand and is the most efficient.
Since your coworker is on the phone, you can provide him with any important information. The caller's name, callback number, account ID, and case or support ticket number should all be provided to him. Moreover, a rundown of the conversation. By doing this, you can catch your colleague up so that you can pick up the conversation where you left it.
Read More:- Optimization Of Customer Care Service
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Inform the caller if she is being transferred
Call back after speaking with your coworker to let her know she will be reassigned. Give her your coworker's name and phone number, so she will know who will be on the other end of the line.
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Do not forward the caller's call to a coworker who may not be available to answer the call.
It is preferable to send a customer to LHI voicemail after telling her she will be transferred to him because he "will be able to better serve you" if she has an issue with your product. Your client will be aware that you deceived her in order to end the call. This is bad.
Step 3: While the caller is on hold, find a colleague who can take the call and confirm verbally with him that he is available. This will help you create a better customer experience for your caller.
Pro tip from LHI: You can see which coworkers are on the phone at the moment and which are available to make a call. You can quickly see the availability of your coworkers by simply looking at their names.
Bright icons in your Contacts List, found in the LHI dashboard, shown in real-time who is available to talk and which coworkers may be busy with a call.
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Thank the caller that they stayed on hold prior to the transfer
Once the caller is transferred, the coworker should thank the caller for waiting. This is a polite gesture considering how much effort she has already put into contacting your company.
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Don't ask the caller to repeat the same basic information twice
With the necessary knowledge about the caller (provided in step 4), the teammate can start troubleshooting the issue right away by recommending other, more sophisticated remedies. Never again request the case number or support ticket from the caller. It's pointless and a waste of time. By answering the caller's main concern directly, you're letting them know that you value their time and don't want to waste it.
Show Empathy to your caller during the Call Transfer Process.
The right way to call someone can be easily learned. Always remember to be compassionate. Keep in mind that the person on the other end of the phone is having to spend time on her workday dealing with an unanticipated issue. If you are kind, opportunistic, and knowledgeable, the consumer will hang up the phone satisfied.
Is it Better to send Warm Than Cold Calls?
Although cold transfers are the most popular form of call forwarding, it does not always provide the best customer experience.
Warm transfers are more personal because you tell your team member what the customer or caller needs.
Cold transfers, on the other hand, often require customers to repeat information to multiple agents. This can prove frustrating for customers and could give the impression that you don't care about customer service.
Cold transfers are worse if the caller expects to speak to someone, but instead, the call goes straight to voicemail because you didn't verify that the agent was available.
What if you are unable to find someone who can provide warm Transfers, or if it is after-Hours?
Even while a warm transfer is frequently the best option, it isn't always possible, especially after hours or during the holidays. Customer service shouldn't be sacrificed despite this, though.
An Interactive Voice Response (IVR), the system that allows you to communicate with people around the clock, is a great option for those times when humans are not available. LHI's Interactive Voice Response (IVR) allows you to personalize your greeting message for calls that are redirected to agents' voicemails.
Instead of selecting a default greeting from the drop-down list, you can upload your audio file. This feature is included free with LHI's Standard plan (the least expensive).
Before you transfer active calls, ask customers if they would like to leave voicemails. You can offer them the chance to call back later or ask for a callback from an agent.
Alternatives: What happens if you are unable to make a warm transfer?
There are automated options that can be used to transfer calls to the correct person or line if you can't do warm transfers manually.
- Transfer the call automatically to another agent
You can automate the call transfer process by using call routing or call management software. This backup option should be available.
There are many options available for routing calls to agents with some contact center platforms and phone systems.
LHI allows you to route calls in a fixed order.
You can also decide how long you want a call to ring before it is routed to another agent. This minimizes the possibility of calls going to voicemail and increases the likelihood that customers get to speak to someone.
- 2 Transfer the call automatically to another phone
You might be able to transfer calls between phones and devices depending on the software or call center you use.
You should be able to route between your team members to numbers outside of your organization and to other departments, as well as to call centers with number-assigned calls, voicemail, and other departments. This is also a backup option for warm transfer.
When is it Appropriate to use Warm Transfers
Warm transfers offer a better customer experience overall than blind or direct transfers.
Here are some specific uses where a warm transfer may be better than a cold one:
- Warm transfer can be used to help a colleague if an agent has difficulty solving a customer problem.
- Agents can reach out to a technical team member or team member with relevant knowledge if they have a question.
- An agent can initiate a warm transfer call to the correct department if a caller accidentally calls the wrong department.
- Customers or prospects can be referred to by general customer service workers who can make an offer and, if they are interested, pass it on to the appropriate sales agent.
Three warm transfer best practices
These are some helpful rules to keep in mind when you want to transfer a call correctly.
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Always ask permission
Before transferring your caller to another agent, always ask for their permission. It is good manners to explain the reason behind passing on the caller's query and introduce the next recipient. This will make the process easier for the caller.
Unexpectedly transferring a call can cause customer service to seem un-personalized and confusing.
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2. Confirm the information
It is also important to confirm customer information and answer any questions before you attempt to resolve any problems.
You should confirm your phone number and contact information in case of a disconnected call.
LHI has a very handy feature that allows you to transcribe your calls without having to touch a thing.
LHI's AI technology is so easy to use, you no longer have to remember to make notes in your CRM. LHI will tell you who is speaking, so anyone can review it.
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Remain accountable
It's important to set expectations and admit to mistakes, as with any customer-facing role.
You should apologize if you have to keep a customer waiting longer than you expected for warm transfers (even if they enjoy the music), and make sure you make them feel appreciated.
If you are unable to answer their questions and they want to transfer to an experienced agent, this will give them the extra assurance that their query will soon be answered.
Are you Ready to Improve Customer Service Through Warm Transfers?
Although warm transfer may seem basic, it has many benefits for call center staff and contact centers.
They not only help you ensure you provide efficient service to your callers but also make it more personal and warm than cold transfers.
Warm transfers are a crucial part of customer communications plans. Now is the best time to start planning!
The Benefits of Outsourcing Customer Service
Outsourcing customer service has many benefits:
- Cost savings
- Additional coverage available 24/7/365
- More language options
- Fewer headaches, growing pains, and poor project management
- Potentially shorter response time
- Technology, equipment, and more efficient resources
