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TRANSFERS

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TRANSFERS

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  1. ENGLISH FOR CALL CENTERS

  2. 0BJECTIVE: By the end of the lesson, students will be able to recognize two types of transfer calls by watching a video and getting involved during the class, individually.

  3. TOPIC: TRANSFERS

  4. What are transferred calls? Transferred calls happen when an agent routes an inbound call to another agent. They typically occur when the first rep is unable to solve the customer’s problem. Common reasons for transfers include: • The call was routed to the wrong person or department. • The caller requires specialized help the agent can’t provide. • The call gets escalated to a more senior employee.

  5. Call transfers are an unavoidable part of operating a contact center. But most businesses try to keep call transfer volume as low as possible for two main reasons: • Transferred calls result in frustrating customer experiences. Callers have to repeat information to multiple agents, and they spend more time on hold than necessary. • Transferred calls use more resources. It takes longer for your contact center to solve a problem, and multiple agents are involved in the process. Fewer transfers result in happier customers and more cost-effective call center operations.

  6. The two types of call transfer: If you have to do call transfers, do them the right way. This means making warm transfers, not cold ones. The former type of transfer typically results in a much better customer experience.

  7. Cold transfers are when the agent who receives the transferred call knows nothing about the caller. The customer needs to explain their problem to an agent who has no idea who they are. It’s not an ideal situation for either party: The customer has to repeat their problem to the new agent. The call takes longer than it otherwise would. Agents have to deal with frustrated customers. Cold Transfer

  8. Warm Transfer Warm transfers are a better solution. In this situation, the first agent passes on information about the caller to the second one. The receiving agent has everything they need to deal with the issue. You can do warm transfers manually. The first agent puts the customer on hold and then explains the problem to the receiving agent. Or you can integrate technology and send relevant customer information along with the call. A no-code platform can help you create processes that do this automatically.

  9. Sample:

  10. PROCESS

  11. VOCABULARY CHECK IN COLD CONFERENCE CALL DEPARTMENT EXPECTATION EXTENSION INTRODUCE ON HOLD ON THE LINE TRANSFER WARM

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