Warm vs. Cold transfer Call transferring: transfer in progress calls with ease

The call transferring feature in business phone systems helps agents transfer an ongoing call to another agent. It is of two types – cold transfer and warm transfer.

A cold or blind transfer is when you transfer a call to an agent without talking to them first and introducing the customer. The agent may answer the call based on their availability. In a cold transfer, customers may get redirected to agents repeatedly. They also have to repeat their details to the new agent, which can be annoying.

A warm or attended transfer is when you transfer the call to a new agent after notifying them. You hold the call for a brief time to talk to the appropriate agent, introduce the customer, and pass on relevant information so that customers don’t have to repeat their details or get redirected again and again.

Effortlessly transfer calls to agents or the voicemail inbox with the call transferring feature in Ringover’s business phone system. Whether you want to do a cold transfer to any available agent or a warm transfer by talking to the agent first, you can do it in just a click without dialing any extension numbers. Additional features like hold music and voicemail drop make the experience smooth and hassle-free.

In a warm transfer, also known as an announced or attended transfer, you notify the new agent before transferring the call. Unlike cold transfers, the new agent knows there is an incoming call. Here’s how it works:

• Firstly, you put the customer on hold after letting them know.
• The caller waits while the hold music plays.
• Meanwhile, you connect to the available agent using the ‘Ask First’ button in your phone system.
• Introduce the customer and pass on all relevant information so that the agent learns about the issue and the caller’s background information.
• After that, you let the customer know that the call is being redirected to the right agent and then transfer the call.
• The new agent already has some background knowledge of the issue, so the customer doesn’t have to repeat the details.

When warm-transferring a call, you must talk to customers with empathy and understanding. At the same time, you must also communicate with the new agent about the call that is coming their way.

Here is a sample script:

To the caller: I am so sorry to hear about XYX. My colleague ABC would be the right person to help you. If it is okay with you, I will transfer the call to them. Before I do so, let me place the call on hold and speak with ABC. Kindly stay on the line.

To the agent: Hi ABC, I have a customer on my line who needs assistance with XYZ. Their name is ---- (full name). I will transfer the call to you directly.

To the caller: Hi ---- (name), thank you for holding. I have ABC on the line. I will be transferring your call right away.

You can use a cold transfer for callers who must be connected to a different agent or department but don’t require prior introduction. For instance:

• If an agent in the sales support team receives a call regarding a billing issue, they can cold-transfer the call to the billing department – any agent from the billing department can assist the caller.
• You can also use a cold transfer during surges when every agent works hard to service all calls by a specific deadline. In such situations, a cold transfer is the best way to ensure that you have attended to every caller.
• Call transfers are ideal when the caller has a simple question any available agent can answer, such as whether you accept debit cards as a payment method.