Deliver better customer service by transferring callers to agents best-equipped to help them in just a click. Pick up, identify the issue, and send them on their way – it’s that easy.
Share any relevant data with the next agent before transfering your customer’s call.
Search and identify department or individual agents through internal extensions.
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 Nokia 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 Glovo 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 DiscoverCars 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 MyHeritage customer story
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.
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.
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.
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.
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.
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.
Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.
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