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Cut Wait Times With Call Transfers
Transfer calls to the best-suited professional with just a few clicks. Make sure that customers get an easy and quick way to resolve their issues correctly on the first call.
3 Reasons to Get Call Transfers
Warm Transfers
Share any relevant data with the next agent before transfering your customer’s call.
Extensions
Search and identify department or individual agents through internal extensions.
Anywhere, Anytime
Transfer externally to your direct line whenever your team is unavailable or too busy.
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
See customer story
"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
See customer story
"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
See customer story
"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
See customer story
What are Call Transfers?
Call Transfer is a feature that lets you eliminate bouncing customers between agents. Let them effortlessly transfer incoming calls to the right specialist based on callers’ needs. Provide faster query resolutions, happier customers, and less stressed agents – all in one smooth, efficient handoff.
Who are Call Transfers For?
Type of calls: Inbound and Outbound
Group: All Customer-facing teams
Helps with: Boosting productivity, Personalizing interactions, Enhancing teamwork
How Do Call Transfers Work?
During an inbound or outbound call, agents can simply click on the “Transfer” button and select a recipient from a pop-up list. If no one is available, they can also redirect the call to an external number. Again, with a single click.
There are 2 main types of Call Transfers:
Warm Call Transfer: Agents can discuss the case with the recipient before routing the call. Customers won’t hear them, and they won’t have to repeat themselves.
Cold Call Transfer: Agents route the call directly without interacting with the receiver first. This approach is less customer-friendly but faster.
Other features you might like
Turn your CloudTalk into a much larger and powerful tool
Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.
Have questions?
What is call transfer + definition of cold and warm call transferring?
Call transfer is a calling software feature that lets agents transfer incoming calls to one another. It is used to quickly connect customers with the right person or department. Call transfer improves customer experience and reduces waiting times.
There are two types of call transfers. With cold call transfer, an agent routes a call to another team member without briefing them on the case first. Warm call transfer lets the agent explain the case before routing the call to another agent. Consequently, customers don’t need to repeat themselves.
How do I transfer a call with the Call transfer feature?
Simply click on a Call transfer icon on your CloudTalk softphone interface, and choose to whom you want to transfer the call – another agent or an external contact. Then, select between warm or cold transfer. The call will be automatically routed to the chosen recipient.
What are the benefits of call transfer in a call center?
Call transfer reduces customer wait times by quickly connecting them with the right person or department. It also lets you work faster, and boosts customer satisfaction.
Why do agents transfer calls?
Agents transfer calls for a variety of reasons. They may transfer a call when the customer needs information or assistance that the agent is unable to provide, or if the customer needs to speak with someone in another department or location. Agents may also transfer calls if the customer has a complex technical issue or the call is taking too long to resolve.
How to transfer a phone call with desktop software?
Transferring calls with desktop software, such as CloudTalk, is an efficient and cost-saving way to quickly connect clients with the best-suited agents. Using desktop software is also much more convenient than using a traditional phone system.
Ready to get started?
Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.
