In general, agents in customer support centers should select warm transfers over blind transfers to improve customer experience. For outbound sales, representatives should use warm transfers when a prospect expresses intent and availability—to close deals faster. Use cases include:
TRANSFER TO ANOTHER SKILL: Choose “Skill” from the drop-down menu to transfer calls to another department. Each skill represents a department or set of call center agents. These skills were defined during your contact center software set up.
TRANSFER TO ANOTHER AGENT: If you want to transfer the call to a specific agent, select “Agent” and choose your agent name from the drop-down menu.
TRANSFER TO ANOTHER PHONE: You can select “Phone” to connect your customer/prospect to a third party phone number—outside of your contact center. (For example, a supplier or any other third party vendor.)