Warm Transfer allows you to easily transfer callers over to another agent with having the possibility to speak with them first.
Talk to transferee first
Warm Transfer allows you to speak with the transferee before the call is transferred. That gives the first agent a possibility to explain the situation and provide a quick overview so the next again is acquainted with the nature of the call and can provide faster and more personalized service.
Transferring back and forth
Transferring calls is super easy. Once you pick up the call in CloudTalk phone app, navigate to the Transfer button and choose from the available agents. While the call is being transferred, the caller will listen to waiting music. If the transferee agent doesn’t want to pick up the call, she can transfer it back to the original agent as well.
External Warm Transfer
Feature External Warm Transfer allows you to transfer calls outside of your CloudTalk account (to external number). When warm transferring the call, you talk to the “transferee” first, and then you can decide whether you want to transfer the call.
How to setup warm transfer
The warm transfer is turned on for all customers by default.
These features might 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 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 and make your contact center work much more effective.