So, what do you prefer between warm transfer and cold transfer? Well, the answer is:
A warm transfer is always a better approach because it lets your team members and the caller know what you’re about to do. However, with cold transfer, the customer might not get a better experience since the client might need to repeat the information to the new agent to whom the call was transferred.
But what’s all the hype about warm transfer and cold transfer in a call centre?
When should we use cold transfer, and when should we use warm transfer? Well, don’t worry, as today’s blog post will help you clear up all the confusion about that. So stick with us right till the end to know more!
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What Is A Call Transfer?
Call transfer is the process when the call needs to be transferred from one agent to another without disconnecting the call. If the entire call transfer experience is handled appropriately, customer satisfaction will be enhanced.
But if the process doesn’t go well elegantly, it can have adverse effects on your entire business’s image. Generally, we have two types of call transfer: 1. Warm Transfer, 2. Cold Transfer.
Warm Transfer Vs. Cold Transfer
To get a better insight into the two call transfer approaches, let’s take a look at the following section.
What Is A Warm Transfer?
The warm transfer comes from the idea of a warm welcome.
Yes, when you are carrying out the warm call transfer, you introduce the caller and the new agent who will be handling the call further.
According to recent studies, warm transfer typically provides a better experience because when you’re introducing both parties, the customer doesn’t need to repeat the problem again and again.
Be it a product issue or a conversation about a sensitive subject matter with your client, warm transfers are often useful in these cases because such situations often require external expert support.
What Is A Cold Transfer?
Cold call transfer, as the name suggests, gives an abrupt cold welcome to a new agent in an ongoing call.
Here, both the caller and the new agent who joined are not introduced by the person who transfers the call. No background information is provided to any of the parties in this case.
When Should We Use A Cold Call Transfer?
For calls that are time-sensitive and require you to connect with a skilled member of your team instantly, cold call transfers are suitable for such situations. Typically, when the customer query is simpler, we go for cold transfers.
Also, if you have a specific time bound within which you need to solve a certain problem, then a cold transfer is your stop. In this case, you don’t have much time to introduce the parties and look for the fastest way to get your customer the solution.
Situations where your customer asks for an immediate request. That’s the moment when you route the call to the right department with a cold transfer.
These calls are often less personal and require you to have efficient communication skills. Agents need to ensure in this case that they are not going into any unnecessary extra conversation that can make the problem-solving session lengthy.
However, even if you don’t introduce the caller or the new agent, you need to stay professional on your side and inform the caller that they are being transferred to a new agent.
When Should We Use A Warm Call Transfer?
Whenever you are dealing with a complex customer issue, it is always better to have a warm call transfer.
Situations where your customer comes up with emotional issues or gets angry with the performance of a product, are when you go for a warm transfer.
This is because when you let both parties know what the actual situation is, the entire call will be streamlined without having to repeat anything from scratch.
Also, when your client faces problems where you don’t have the expertise, you need the assistance of a specialist.
You should be going for warm call transfers so that the conversation between the customer in the line and the new agent joining will start from where it was last left off.
Both parties here get an introduction, and the new agent learns more about the issue that the customer is having. This helps the customer get a better support experience.
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Effective Practices For Warm Call Transfers
1. Jot down the important and relevant information from the client. It can be their name, ID number, or other essentials.
2. Gently inform your caller that they will get a hold time when you will be transferring the call to another department.
3. Do thank the customer for staying on hold with patience. This will make them feel that they are a top priority to you and that you respect their time.
4. Make your communications effective even if your customer is on hold and give them reassurance that you will surely get a solution for them.
5. Inform the new agent of the steps you have already taken to solve the customer issue and other relevant background information that can help him solve the problem.
6. If the hold time exceeds more than five minutes, don’t forget to check back with your customers again so that they don’t feel uncertain.
FAQs
What Are The Benefits Of Warm Transfers?
Some notable warm call transfer benefits:
- Improving customer experience by eliminating the need for a customer to repeat their problem.
- The warm introduction gives assurance to your client that the call will be handled further under an expert’s supervision.
- Also, the new agent who gets connected to the call gets an insight into the problem beforehand, helping the user get a solution faster.
What Are Examples Of Warm Transfer?
Some real-time warm call transfers can begin with the following examples:
Example 1:
Agent: Hey [Client Name], you should speak to John; he’s an expert in this subject matter.
Example 2:
Agent: Well, [New Agents’ Name], I’ve got [Client Name] joined with us on the line; she’s having an issue with [problem]. I’m transferring the call to you now so that you can get her a better solution.
End Note: What Do You Prefer Between Warm Transfer And Cold Transfer?
That was all of it from us in the blog post – what do you prefer between warm transfer and cold transfer? As you saw, both warm call transfers and cold call transfers are crucial.
All you need is to know and understand the situation and take up the appropriate call transfer that will comply with the circumstances.
We hope you’ve liked today’s approach. Don’t forget to share your thoughts in our comment section below.
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