CALL TRANSFER: HELP YOUR CUSTOMERS REACH THE RIGHT EXTENSION
Although telephony has evolved a great deal over the years, there are some features of the old system that are still in use. They simply come with improvements due to the fact that they are irreplaceable. One of these traditional features is known as Call Transfer.
Just as the name implies, the call transfer feature has to do with the transferring of calls. For instance, an incoming call can be transferred from one department to another. Callers and calls are usually transferred for different reasons, from being directed to the wrong department via IVR to the need for speaking to a preferred person so as to get an issue properly resolved.
There's a 100% chance that you've had the experience of being transferred from one department to another or from one agent to another. This experience is one that can either be satisfying or annoying. Look at it this way; you might be happy you are getting transferred to someone who will help you out, but there are going to be times when you'll be transferred from one agent to another, explaining the same thing over and over again, thereby being on hold for a long period of time.
There are two major ways of transferring a call;
- Blind (cold) method
- Attended (warm) method
Providing you with some insight on how both of them are used will help you get a better understanding of these methods and help you decide on which is most suitable for each situation.
BLIND TRANSFER (ONE STEP)
Blind transfer is simply the prototype of call transfer. With blind transfer, you can transfer a caller to another agent without notifying the agent or providing them with information on what the customer's issue is. Just as the name implies, this is a blind transfer, which means that the customer and the new agent are not notified or told about the call in advance. Making a blind transfer is simple; all you need to do is answer the call, determine which agent or department you'd like to transfer the call to for proper handling, then transfer the call to them. You can see how simple, convenient, and time-saving it is, right?
Blind transfers are usually made in scenarios like the ones listed below:
- If the customer seeks for basic information that can be provided by anybody in that department.
- If you know the right person to solve your customer's problem.
- When you are extremely busy and you know there are agents available to answer that request.
The major drawback your customers are going to experience with blind transfer is repetition. Although they'll be transferred to the right person who would help them solve their problem, they'll still have to repeat their issues each and every time they get transferred.
ATTENDED TRANSFER (TWO STEP)
Attended transfer is basically the opposite of blind transfer. It is all about notifying the agent before transferring the call to him/her. You can also provide them with relevant information on the problem and check in with them to see if they are available or not. To make an attended transfer, you have to put the customer on hold, then dial the agent's extension. Attended transfer solves the short-sightedness experienced in blind transfers. It allows your agents to look professional as customers will not be repeating what their issue is and they'll be addressed the right way.
Here are some of the reasons why using the attended transfer option is better than using the blind transfer option:
- It allows your employees to answer queries properly as they will have had enough information beforehand.
- Your customers will be satisfied due to the fact that they will not be transferred multiple times.
Attended transfer is a really powerful tool, however, it has one problem; unlike the blind transfer option, the attended transfer option requires a longer waiting time and that is why it compensates by ensuring that your customers do not repeat and explain their issues each and every time. This way, your customers will feel like the whole team is ready to help them.
The blind and attended transfer options are two important elements in VoIP. They are included in standard packages. When to select blind transfer or attended transfer is entirely up to you. When picking a telephony solution for your call center or your business, ensure that you pay attention to the options so as to provide your employees with flexibility, which will, in turn, make it possible for them to address all the needs of your clients.
Take advantage of every benefit that VoIP has to offer and use them to improve your daily business communication.