A guide to using warm transfer

A warm transfer is also known as a consultative hold, and it can be made anytime during an inbound or outbound call. In this transfer, an agent patches the call to the supervisor, another agent or another department while keeping the caller/callee on hold. When the agent or supervisor gets connected, they quickly brief them on the call context before completing the transfer. The agent who transfers the call can remain part of the conversation (three-party conference), or drop out of the call at any time.

When to Use a Warm Transfer?

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:

  • When a caller accidentally connects to the wrong department, your agent can initiate a warm transfer to the correct department, so that the caller doesn’t have to repeat any information they already gave your agent.
  • When an agent cannot solve a problem, they can use a warm transfer to take help from a colleague or a supervisor.
  • Agents can also use a warm transfer to consult a technical team or someone with deeper product knowledge anytime during the call, and then conclude the call themselves (using three-party conferencing).
  • Outbound call centers can use warm transfers to qualify leads and pass them to senior account representatives to close deals faster.
  • Customer care executives can promote offers and warm transfer the interested customers to sales representatives.

Advantages of Warm Transfer

  • Customers don’t have to repeat their issue every time the call is transferred, this reduces customer frustration and average call handling time.
  • Agents get call context before handling a call and are better prepared to resolve the problem/close the deal.
  • You increase first-call resolutions and speed conversions because when agents cannot solve a problem/answer a query, they quickly transfer calls to those who can.

How to Make a Warm Transfer

  • Anytime during an ongoing call, click on the transfer button  on the Call Controls bar at the bottom of your agent dashboard.
  • A window pops up. From the drop-down menu, choose whom to transfer the call to. You can select a Skill, Phone Number or Agent.

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.)

  • After you have made your selection, select “Consultative Hold” in the drop-down menu for “Type” and click on the transfer button.
  • When the call connects, you can quickly brief the agent/supervisor/third party vendor about the call context.
  • The customer is on hold by default, throughout this process. To patch them into the call click the hold button on your call control bar, at the bottom of your agent dashboard.
  • You can drop out of call at any time by clicking the phone icon below your Call Control bar, at the bottom of your agent dashboard.
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