Call Transfer to Other Phones within the Office

Call transfer is a telephony feature that allows you to direct ongoing calls to the next agent or another department. It is used when the first representative cannot solve the caller’s problem.

When a caller reaches the first representative, it is necessary to transfer the call to the right agent if the agent is unable to provide a resolution to the caller’s issue. It ensures customers are not left hanging or forced to redial.
 

Major Types of Call Transfer

• Blind transfer/ Cold Transfer: The call is transferred without informing the recipient.
• Attended / Warm Transfer: When the call transferring person speaks to the recipient before passing the call, it is a warm call transfer.

• Better customer experience: The first respondent directs callers to the appropriate representative through call transfers, leaving a positive customer experience.
• Reduced wait times: Call transfers connect customers directly with the right representative for complex issues, saving time and effort for the entire company.
• Boost Team Collaboration: The first respondent should communicate with the second recipient to determine if they can take the call or not — it helps in team collaboration.
• Organized Workflow: Call transfer assigns the right caller to the right person, showing an organized workflow in the company. It does not let the call disturb unrelated employees, preventing unnecessary disruptions.
• Flexibility: Calls can be transferred easily on every kind of device, like landlines, mobiles, computers, and tablets. It allows you to redirect calls to any agent, no matter the device, which is especially useful for remote operations workers.

The call transferring process varies depending on your office phone system. However, the general process for a call transfer involves the following:

1. Inform the caller that their call is being transferred.
2. Press the “Transfer” button to initiate the transfer.
3. Dial the extension number or the recipient's phone number.
4. Confirm the call transferring with the recipient.

Miscommunication and lack of communication cause transfers to the wrong recipients and result in long hold times. Also, a lack of context during transfer makes callers repeat their issues, which annoys and frustrates them and leads to call drops, especially in the call center.

An incorrect transfer wastes time for both the caller and the recipient. It annoys and frustrates the customers. Misdirected calls might make it look like the company is not organized properly.

For example, if a candidate who has applied for a position in your company is calling to fix the meeting date, as a front desk officer, you have to transfer the call to the HR department. But if the call is directed to the sales department, then it annoys the caller.

During the transfer process, especially with blind transfer, callers might get disconnected or sent to voicemail if the intended recipient is unavailable, causing dissatisfaction and potential loss of business opportunities.

During blind transfer, the recipient does not have any information about the caller’s needs, leading to the need for the caller to repeat themselves, negatively impacting customer experience.

Callers may become frustrated or dissatisfied if they are left on hold for a long time while a call is being transferred. Attended transfers, while ensuring the recipient is available, can be time-consuming, especially if the intended party is busy or unreachable, resulting in increased hold times for the caller.

A well-defined routing system is helpful to avoid misdirected calls. Consent the recipient before transferring the call to make sure the caller will get the help they need.

Implement a well-organized call routing system that ensures calls are directed to the right department in a call center. Interactive voice response or intelligent call routing can direct calls more efficiently.

No matter what type of transfer you are using, dont assume the recipient will receive the call. Ask for permission or discuss managing the transferable call just in case. They are not bound to answer your calls. So, offer a callback if they are on a tight schedule and inform you about it.

Agents need to collect all relevant callers' details, like name and contact info, during the calls. It is essential just in case the call is unexpectedly disconnected. If the call disconnects, the caller may become frustrated by having to restart.

In case of warm transfer, always provide the basic details of the caller to the next call recipient. Callers dont have to repeat themselves, and having the caller's details, including their concern, helps in faster resolution.

Call transfer is a vital feature in office phone systems that ensures incoming calls are directed to the appropriate person or department. Businesses can efficiently manage customer inquiries, minimize wait times, and prevent repeated calls. This improves customer satisfaction and ensures seamless communication between teams.

Calilio is a VoIP-powered business phone system that handles your calls with its advanced features to boost your business communication. It offers tools like call forwarding, call transfer, IVR, call flip, call pulling, automatic call distribution (ACD), and unified callbox effectively manage your incoming calls and manage them accordingly.

To transfer a call on an office phone, enter the “Transfer" button, dial the extension or phone number of the person you’re transferring the call to, and then press “Transfer” again to complete the transfer.