Background: Before transferring a call, it is important to consider various essential requirements. These requirements ensure that communication is effective, secure, and in compliance with established policies. This Article article outlines the necessary steps and best practices to ensure the successful and efficient transfer of calls.
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The agent has two options for the transfertransferring a call:
Conference - This is a ‘warm transfer’ that will allow the transferring agent to speak to the receiving agent prior to transferring the call.
Transfer - This is a direct ‘cold transfer’. Once selected, the transferring agent will automatically be disconnected from the call. This option is only to be used in specific scenarios, per SOP.
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When transferring a customer to another skill be sure to let them know that there is a possibility that they could be prompted to leave a voicemail if no one is available to take the call:
“I will place you on a brief hold while I transfer you to {skill/third party}. I will remain on the line with you during the transfer, but please be aware that if {skill/third party} is not available, you will be prompted to leave a voicemail.”
Transferring a call to another Skill (queue)
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Notify the customer that they are being transferred and will need to provide their information to the receiving agent. | “I will place you on a brief hold while I transfer you to {skill/third party}. Please be aware that you will need to verify your information to {skill/third party}. If {skill/third party} is not available, you will be prompted to leave a voicemail.” |
Once a transfer selection is made, select Transfer |  |
The customer automatically transferred to the selected queue. | |
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