How to Transfer Calls to Another Phone? Step-by-Step Guide

Call transfer is a telephony feature that enables agents to redirect live calls to another agent or department. It allows agents to transfer calls to the next available agent when they are unable to resolve the caller’s issues. Customers receive assistance from the most qualified person and have their concerns addressed faster when the agent transfers the call.

The process of transferring a call varies depending on the phone system. Typically, agents just hit the transfer button, dial or add the phone number from the contact list, and initiate the transfer by just clicking the transfer button.

Android phones usually do not have a built-in call transfer feature. However, you can easily transfer a call to another phone by using the conference call (three-way calling) option.

1. Initiate or answer a call.
2. Look for the “Add Call” (+) or three dots button on your call screen.
3. When you tap 'Add Call,' the phone puts the first caller on hold.
4. Dial the extension, phone number, or select the contact you want to transfer the call to.
5. Click on the “Merge” icon.
6. The screen shows “Conference Call”.
7. You may now disconnect from the call and let the other two have the conversations.

To transfer a call on an iPhone, start a call conference by adding your colleagues to the active call and disconnect yourself from the call.

1. Answer or start a call.
2. Click on the three-dot button.
3. Tap “Add call” to place the current caller on hold.
4. Enter the number or extension to which you want to transfer the call.
5. Wait for the second call to answer.
6. Tap “Merge calls” to start call conferencing.
7. Once the calls are merged, you can disconnect.

Calilio is not a call transferring app, but a VoIP-powered business phone platform. It includes call transfer as one of its telephony features for efficient call management in the call centers. It makes it easier to handle calls and enhance customer interactions.

Transferring a call to another phone is straightforward on Calilio.

1. Register and log in to your account.

   

2. Answer or initiate a new phone call.

   

3. While in the call, press the “Transfer” button.

   

4. Select the agent to whom you want to transfer the call.

   

5. Once the recipient agent answers the call, your call is successfully transferred.

   

Call transfers often lead to issues such as abandoned calls, miscommunication, incorrect routing, and long wait times, which can make the process inefficient.

• Dropped Calls: Customers may leave a call due to long wait times when transferred between agents or departments, leading to frustration. Poor network connectivity can also result in a sudden call disconnection.
• Lack of context during transfer: When a customer is transferred to another department or agent, the new agent often lacks context from the previous call, forcing the customer to repeat themselves.
• Misrouted Calls: Misdirected calls cause delays and customer dissatisfaction when customers are routed to the wrong department and wait for multiple transfers.
• Long call transfer times: Excessive customer hold times and multistep transfers can lead to frustration and increased call drops when multiple agents or departments are involved.

Optimizing call transfer is non-negotiable for delivering a seamless customer experience and enhancing overall call center efficiency. Optimize routing protocols and a knowledge management system.

Define clear protocols for routing calls to the right departments or agents based on the nature of the customer’s inquiry. Utilize an intelligent call routing system, such as interactive voice response (IVR) or automatic call distribution (ACD), to direct calls to the relevant departments.

Use warm transfers where the current agent personally introduces the customers to the next agent or department. Warm transfer ensures customers don’t have to repeat themselves.

Keeping hold times as short as possible during the transfer process enables agents to reach the next department or agent quickly. Reduced hold times help improve customer satisfaction by ensuring customers do not feel neglected or frustrated while waiting.

Inform customers about the transfer, clearly stating the reason for the call transfer. Let the customer know who will handle their issues next and provide an estimated wait time if the transfer is going to take time.

Train agents to initiate, manage, and complete transfers accurately without errors. Provide training on customer communication, call transfer protocols, crm tools, and how to manage multiple calls and escalations.

Call transfer redirects the customer’s call to the right department to ensure quick resolution to customer queries. It prevents frustration, eliminates the need for customers to repeat their issues to agents, and improves customer satisfaction. Call transferring enhances operational efficiency and customer satisfaction by effectively handling complex inquiries and high call volumes.
 

Yes, phone calls can be transferred from one agent or department to another, either manually or through automated systems.

To transfer phone calls to another phone, inform the customer about the call transfer, click the transfer button, and initiate the transfer.

Yes, many mobile VoIP-powered applications, like Calilio, allow their users to transfer calls to another phone.