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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Not all Skills are connected to live queues. Make sure the queue selected |
indicates that there are agents available to take the call. |
Completing a Warm Transfer
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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. |
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-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 | |
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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
Cold transfers are only permitted after 3 minutes, except under the following conditions:
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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 | |
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The customer automatically transferred to the selected queue. | |
Specific Scenarios - Transferring to Credit & Title
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Verify you are speaking with the correct and verified customer, homeowner, authorized person on behalf of the contract holder, installer, or sales representative
Complete a warm transfer to Credit & Title
Note - the Support agent should not stay on hold with the customer while the Credit & Title agent researches the issue. Complete the transfer after exchanging the customer information with the receiving agent.
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If while waiting for the Credit & Title team to answer you are on hold for more than 1 minute; then you can cold transfer
Enter disposition notes per SOP as well as the following note:
Cold Transfer - hold greater than 1 min