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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 outlines the necessary steps and best practices to ensure the successful and efficient transfer of calls.

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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)

Steps

Reference

  • While connected on the call, click the Transfer/Conf button

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  • Select Skills

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  • The Skills menu lists the queues in alphabetical order. Select the ‘Call’ button from the appropriate queue.

info

Not all Skills are connected to live queues. Make sure the queue selected has a green icon, indicating there are agents available to take the call.

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Completing a Warm Transfer

Info

In order to warm transfer, wait until the transfer recipient (agent, external party, or supervisor) picks up. Explain the details of the call with the customer. The customer will be on hold during this time and will not hear the conversation. When ready to connect the customer, select either transfer or conference depending on which option best suits the transfer completion.

Steps

Reference

  • Put the customer on hold while the call is transferred; the time on hold clock begins counting

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  • Select the “Transfer/Conf” button

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  • Once a transfer selection is made, select Conference

-This allows the transferring agent to speak directly to the receiving agent while the customer is on hold.

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Otherwise, proceed below

Provide the receiving agent with the customer’s information

Info

If the customer is on hold for more than 1 minute and the receiving agent has not answered, proceed with a cold transfer.

  • Enter disposition notes per SOP as well as the following note:

    • Cold Transfer - hold greater than 1 min

  • Name of the customer

  • Job they are calling about (if applicable)

  • Description of the issue

When the agent is ready to complete the transfer, they will select ‘Transfer’ and the customer will be transferred

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Completing a Cold Transfer

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

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The customer automatically transferred to the selected queue.

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Specific Scenarios - Transferring to Credit & Title

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