A warm call transfer is a process where receptionists and agents redirect a caller to a new line of support without the customer having to restate their queries. The initial call receiver first speaks with the employee who will receive the call, transferring all relevant information so the customer can receive the best care and a prompt answer to their question.
Our experts discuss everything you need to know about a warm transfer, including its benefits and best practices.
Key Takeaways
- Unlike cold transfers, a warm call transfer involves moving information gathered from a caller to a knowledgeable agent.
- Warm transfers are mostly used in call centers.
- The sales department is where you’ll most often come across warm call transfers.
- Voice and phone support are two areas that will skyrocket in the future, and warm call transfers can play a crucial role in these services.
Table of Contents
What Is a Warm Transfer?
Warm call transfers, also known as hot transfers, attended transfers, or announced transfers, involve transferring a call from a first-person receiver to an adequate and knowledgeable employee.
A warm transfer is the opposite of a cold transfer. In a cold transfer, the call is transferred to an agent without previously speaking with the customer. In contrast, a warm call transfer occurs when a receptionist or agent connects with the intended contact person and orients them on the nature of the call before forwarding it.
Warm Transfers in a Call Center
Warm call transfers occur more frequently at call centers than in a typical office with a receptionist. Call center representatives handle hundreds of calls on any given day, and this high volume makes warm transfers more common and necessary.
Other reasons why warm call transfers are part of call centers include:
- Varied expertise: Call center agents have varying levels of familiarity and expertise with a business’s products and services. Many calls involve issues that require an experienced agent dedicated to resolving a specific problem. A warm transfer ensures the caller reaches someone with the appropriate knowledge.
- Interactive voice response (IVR) systems: Call centers employ IVR systems to direct incoming calls to the proper department or contact person. There are also instances when a caller selects the wrong option or local number, hence the need for a transfer. A warm transfer keeps the caller engaged and ensures a smooth transaction, benefiting the contact center.
- Escalations: Despite a business’s best efforts to deliver prompt resolutions, it may not always be possible. At times, customers refuse to talk with an agent and insist on escalating the issue to a supervisor. In such cases, a warm call transfer is the best way to deal with the situation.
Warm Call Transfer in Sales
Warm transfers are also beneficial in the sales aspect of your enterprise. From selling your services or products through cold calling to receiving calls from prospective customers, it can help clients reach the designated agent minus the bouncing around from one wrong recipient to another.
Warm transfers are particularly important in the following sales scenario:
- Suppose you have several salespeople who cold-call leads. When one gets a positive response but is not equipped with the expertise to discuss the specifications of a product, then a warm call transfer can ensure a lead does not go unattended and wasted.
- Warm transfers also help with call screening. You can rest assured that non-sales calls are redirected appropriately to a receptionist who screens incoming calls.
- Service agents who handle product and service promotion to existing clients can help with warm transferring a caller to the correct salesperson on the job.
- This type of call transfer also boosts your sales department’s productivity. A single call from an irate customer may throw off a sales agent, resulting in a day of disarray or tardiness to appointments. You can keep your salespersons content and be productive with warm call transfers.
9 Best Practices for Warm Transferring a Caller
Like any other business process, there are efficient ways to accomplish warm transfers, so you never miss opportunities for lead and revenue generation. Veer from the common mistakes and note these pointers to get the most out of warm transfers:
- Provide ample training to your customer service agents
- Check which areas need improvement
- Explain the need for a warm transfer
- Ask for transfer permission
- Request a callback number
- Use calming waiting music
- Confirm the transfer
- Be attentive
- Express gratitude after a call
1. Provide Ample Training to Your Customer Service Agents
Always make sure that the employees dealing with customer care are well-trained to take the calls effectively. This should include proficiency in all phone system functionalities and how to stay calm and professional regardless of the situation.
You want to avoid scenarios where agents press the wrong buttons, fumble in panic, or engage in arguments with customers. Such issues can cost your business its reputation.
2. Check Which Areas Need Improvement
Review your current processes and identify areas for improvement. Learn why some transfers are taking too long and see how you can fix the issue. Is it the agent and their lack of knowledge or is it an external factor?
You should also check whether there is a significant number of dropped calls and why. Finding the answers will help you improve overall customer care.
3. Explain the Need for a Warm Transfer
Before your agents make the transfer, they should briefly explain the reason for the transfer, so the customer fully understands. It can be because the call reached the wrong unit or the issue at hand is out of the agent’s scope of knowledge.
For example, say you work in the digital marketing field and a customer requests to know why and how your services can help them. You can explain that a sales department representative is better equipped to give them a detailed overview. This shows the client you place value in customer care, appeases them, and ensures they receive accurate and valuable information.
4. Ask for Transfer Permission
Seek permission before warm transferring a caller as a courtesy. The agent should ask the customer whether they want the call to be transferred or not; otherwise, the company may face backlash for having poor customer care.
Asking the customer will also guarantee they are in good hands and that you are following a structured process. Don’t forget to inform them who will attend to their concerns.
5. Request a Callback Number
Always ask for a callback number. Many agents forget to request this before the transfer, which can lead to confusion or complications if the receiving agent or manager needs to follow up with the customer to address their question. Additionally, having a callback number is a great way to reassure a concerned client.
6. Use Calming Waiting Music
Utilize calming jazz or instrumental music when placing a customer on hold. This helps them relax rather than increase their worry while waiting. Avoid loud jingles, automated messages, and repetitive company advertisements, as these usually turn customers away and leave a bad taste of your business’s customer care.
7. Confirm the Transfer
Once you get the appropriate agent to answer the customer’s question, confirm the transfer with both sides. First, ensure that the recipient you are rerouting the call to is available to take it before proceeding with the transfer. Of course, inform the customer when the call is about to switch and let them know who they will be speaking to next.
8. Be Attentive
Never make a customer repeat details they’ve already provided. The whole point of a warm call transfer is to ensure that the new agent has all the necessary information without having the customer repeat their issues. It’s best to document the conversation or use transcription tools to capture and transfer the relevant details efficiently.
9. Express Gratitude After a Call
Don’t forget to thank the customer for waiting and accepting the warm transfer call. Apologize as necessary and assure callers you want to hear from them again should they need anything else. This builds a rapport with customers, letting them know that the business is available and happy to help, which in turn increases brand positioning in the market.
Using Warm Call Transfer Effectively
Implementing effective warm call transfer practices can help you stay ahead of trends such as voice and phone support. According to the newest Zendesk CX Trends Report, these two areas are expected to continue evolving in the coming years.
Here are several examples of proper warm transfer management:
- A warm call transfer connects the client with the right person. When a client accidentally dials the wrong department, a warm call transfer should ensure that they will not have to repeat the information previously provided.
- A warm call transfer gives customers the right information. When the first line of agents is unable to provide a resolution or answer, warm transferring a caller to a peer or manager should deliver immediate assistance.
- Warm transfer can be a three-party conference. It is beneficial for both the caller and the attending agent in that the latter can consult the more knowledgeable colleague who stays on the line with them throughout the conversation.
- In sales, agents should qualify and categorize leads before passing them to another more appropriate representative who can transact and close the deal faster.
Benefits of Warm Transfers
Warm call transfers are advantageous to customer service, the call center industry, and businesses in general, for the following reasons:
1. Quick Action
Unlike a blind cold transfer, a warm transfer helps reduce hold time and alleviate client frustration. By directly informing the customer that there’s a specialist who can better deal with their problem, they become calmer and more understanding toward the recipient as well.
This way, the agent has more time to find the right employee to whom they need to transfer the call, resulting in fast service and resolution.
2. Avoiding Repetition
The reason why warm call transfers are made is to spare the customer from repeating the same information several times. Callers do not need to recount their query or concern repeatedly since the first call handler will explain the problem to the next delegated agent. This leads to your team’s reduced handling time, as well as increased customer satisfaction rates.
3. Advanced Knowledge
The first agent who accepts the call may not have all the answers about a business’s products or services; hence why warm call transfers are instated.
With a warm call transfer, the caller is redirected to a designated recipient who is acquainted with the context of the call and knows how to solve the problem. By having all the information before engaging with the caller, the second agent is better prepared to address inquiries more quickly and efficiently.
4. Staff Availability
Warm call forwarding ensures you are available to take essential communications, anytime, anywhere. Regardless of the business type or where it’s situated — it can be a brick-and-mortar shop or an international eCommerce business — warm call transfer allows staff availability.
This call-handling strategy makes your company accessible to your valued clients on an around-the-clock basis. You can take advantage of warm call transfer services, especially if the nature of your business requires your workforce to be constantly on the move, such as those involved in travel and fieldwork.
5. Fortified Company Presence
Warm call transfer allows you to address customer issues regardless of where you are or when. This allows you to cover and dominate a larger market by solving different problems in real time.
As such, warm transfers support your brand reputation and help you facilitate your organization in regional markets with distinct time zones. This can help magnify your market presence globally.
Warm Call Transfers Takeaways
The warm call transfer system benefits both clients and staff members in customer care roles. Besides offering a more personalized experience during the connection process, it also boosts efficiency and productivity.
Warm transfers provide greater caller satisfaction and evade the cold connection experience. You strengthen your business relationships with leads and current customers by significantly improving your conversations with them.
If building an in-house team to cater to numerous calls is not an option, consider outsourcing. Ensuring the quality of the customer’s experience on the line is critical, so opt for a call center or answering service that excels in warm call transfers.
By partnering with first-rate call center service providers, you can deliver the best client care and attention to both your targeted and existing audiences.
