Warm transfer: What is it and why is it important?

What is the difference between a warm transfer and a cold transfer? 

A warm transfer is when someone  gets to speak with a caller before the call is transferred to another agent. It gives the first receiver a quick overview of the situation before transfering the call. This way, the next agent is familiar with what the caller needs, even prior to picking up the phone.  

A cold transfer is when a call is done automatically. Without customers having previous interaction with any agent.

Why is a warm transfer better for your business? 

The Warm Transfer allows you to connect with your clients on a more personalized level. It is an additional level of customer care. Instead of automated call waiting, it shows customers that you are here for them.

Therefore, a Warm Transfer adds a personal touch to the service, since agents are familiar with the clients’ specific situation, and they can tend to their needs more efficiently. 

A warm transfer also keeps the conversation flowing and feels much friendlier and more natural than a cold transfer.

By using the feature, agents also provide faster service. Also, a warm transfer can save you precious time that agents would waste on repeating the information.

In turn, it makes customers happy, too, since they also don't have to additionally repeat their requests.

How to use a warm transfer with CloudTalk? 

The warm transfer is available for all customers by default. With CloudTalk software, transferring calls is easy and convenient. 

Once you pick up the call in the CloudTalk phone app, navigate to the Transfer button and choose an available agent. If the transferee rep can’t pick up the call, they can transfer it back to the original agent.

Once you pick up the call, the External Warm Transfer feature further allows you to transfer calls outside of your CloudTalk account, to external numbers. 

So, when transferring the call, you talk to the transferee agent first, and then you can decide whether you want to transfer the call.

These features might also be interesting for you

• Business hours - Define your business hours and decide when you are available for receiving calls. 
• Call flow designer - Create pre-defined calling scenarios based on your business needs and preferences.
• Callback - Thanks to the callback feature, there won't be any unanswered phone calls in your call centre, because CloudTalk will automatically call your customers back.
• SMS/Text Messages - This feature allows you to send personal messages or general notifications to your customers. It makes your contact center work much more effective.