What is a warm call transfer? A warm call transfer means that the receptionist will speak with the appropriate agent before they send the call to them. Meaning, the extension the caller asked for is informed of the incoming call transfer.
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What is a warm vs cold transfer?
Cold transfers are when the automatic software gets a hold of a potential customer and transfers them directly to your customer service representative. A warm transfer is where they are transferred to your representative as they were attempting to call in or are a previous customer.
When should you do a warm transfer?
When should you use warm transfers?
- If one agent is having trouble solving a customer’s problem, they can use warm transfer to get help from a colleague.
- When a very specific query is received, agents can contact a technical team or a team member with the relevant knowledge and introduce the issue.
What do you say in a warm transfer?
I have [caller’s name] on the other line. They’re asking about our [product] and want to know about the [product feature]. Thanks. I‘ll transfer them right now.”
Why is warm transfer important?
When you use a warm transfer, you speak to the agent or party you will be patching your caller through to prior to making the connection, to prepare them for the conversation with relevant information. It helps to make the resulting conversation smoother, more productive, and more comfortable for everyone involved.
How do you do a warm transfer?
A warm transfer is when you speak with the new agent before the call is transferred. You can tell the destination agent about the caller’s issue and give any background information before transferring the call (without the caller hearing). Then, all three parties can speak together.
How do I do a warm transfer on Avaya phone?
To do a warm transfer, place the caller on hold, and then dial the destination extension in the Enter name or number field and press Enter. Once the destination number has been entered, you should now see two calls displayed – the original caller on hold and the new extension that is being called.
What are the two types of call transfer?
Call transfer is a standard feature for communication through modern telephone services and basically means transferring calls from one user to another. There are two ways to transfer a call: cold (blind) and warm (attended).
How do you transfer a call effectively?
5 Steps to Professionally Transfer a Phone Call for Good Phone Etiquette
- Explain to the caller why their call needs to be transferred.
- Give the caller your information before transferring the call.
- Ask the caller for permission to initiate the transfer.
- Speak to the party whom the caller is being transferred to first.
What does blind transfer mean?
Blind Transfers allows for the user to transfer the call without speaking to the person they want to transfer the call to. Consultative Transfers allows for the user to talk to the person they want to transfer the call to before the transfer is made. The phones are, by default, set to make Blind Transfers.
How do I transfer a call as a receptionist?
If the call is ringing in, it is redirected before you answer it.
- Place a call to the person you want to transfer the call to.
- Speak with the other person when they answer.
- When you’re ready to transfer the call, select one of the two calls in the Call Console.
- The calls are connected and removed from the Call Console.
What to say before you transfer the phone?
Next, tell the caller you need to transfer them and the reason why. Give them the name of the person (if known), their department and phone number. This information will be useful to the caller in case they get disconnected and need to call back in. Example: “Mr Rogers, I am going to transfer you over to Ms.
What is the difference between blind and attended transfer?
A Blind Transfer immediately passes the call to the destination you’ve entered. In an attended transfer, you are first connected to the transfer destination, so you can ensure the person answers or to pass along information. The original call can then be transferred at any time.
What is a blind call?
A Blind Transfer is when you transfer the caller to another extension or ring group (queue), without waiting for the target agent to pick up first. It is an immediate, unannounced transfer of the call to the destination number.Caller ID settings on Blind transferred calls (v. 6.3 and higher):
How do you transfer a customer?
How do you transfer a customer? 5 simple steps
- Know who’s calling. When the customer calls, information needs to be at your fingertips.
- Explain why you need to transfer the call. Politely explain why you need to transfer the call.
- Ask for permission.
- Give the transfer information.
- Introduce the caller.
What is soft transfer?
(A “soft,” or “warm” transfer, comes from the idea of “gently” and carefully passing a customer’s call into the hands of the correct person instead of dropping it into a dumpster and setting fire to it.)
How do you do a cold transfer on Avaya?
To complete an cold transfer, press Complete while the call is still ringing. If the transfer destination does not answer or does not want to acept the call, press Cancel. In lieu of transferring a call, you can simply park it on a special number.
How do I connect my Avaya phone to my computer?
How to Use the Avaya Softphone
- After setting up your Avaya softphone, you will be given a password for your extension.
- On the Place and receive calls using: menu, select This Computer.
- Select Yes to move your extension to your computer and use the softphone.
- The softphone keeps a log of your calls.
What is a direct transfer call?
Direct Transfer: Transfer the call to another party without speaking to them first.
What is meant by 3 second rule in telephone conversation?
If you’re on a call with a client or a prospect, try this – wait three seconds after the other person stops talking before you respond.Second of all, if you give a client or a prospect three seconds of silence, they will often try to fill that silence, typically with useful information.
What are the 4 E’s of telephone etiquette?
The Dos and Don’ts of Telephone Etiquette
- DO – Smile when you talk to people.
- DON’T – Be distracted.
- DO – When you answer the phone, greet the caller warmly and advise who they are talking to.
- DON’T – Shout or whisper.
- DO – Speak clearly.
- DON’T – Leave the caller on hold for too long.
- DO – Make the caller feel welcome.