Have you ever seen the differences between different methods of call transferring in customer servicing? If not, then you are on the appropriate blog. We’ll explore the key differences between cold transfer and warm transfer along with their benefits.
So get ready to gain valuable insights on call handling methods.
What is a call transfer?
Call transfer is the process of routing a call to another phone or agent’s console using the “transfer” software such as voicemail. Simply, it’s transferring live calls from one agent to another agent. Call center software mainly enables call transfer so that the customer’s query or concern is being addressed and resolved by the appropriate agent of the department.
Call transfers are also called call forwarding, live transfer, consultative hold, or soft transfer.
Without disconnecting the call, users are connected and redirected to incoming calls with another person.
One of the most common processes in contact centers. According to research, 19% of customer calls are routed to another agent which are made to call centers. Which results in a lower customer satisfaction rate by 12% and FCR by 14% as compared to non-transferred calls.
Breaking down the concept of Cold Transfer
When an agent directly routes the customer call to a different agent without passing any further information is considered a cold transfer. Here the agent is unaware of the caller’s information. Cold Transfer is also called “Blind” Transfer because there is a lack of information regarding the call.
This process mainly begins with an automatic call distribution service. Sometimes, the incoming calls are automatically transferred after the callers interact through an IVR system.
Remember, cold transfer doesn’t involve any transfer of information. Sometimes if the agent cannot take the call due to some reason, the customer call may get sent to voicemail.
Many businesses optimize the interactive voice responses (IVR) systems to simplify customer-initiated call transfer.
Benefits of Cold Transfer
Effective communication with the caller is the key to a successful cold transfer. Let’s note down a few benefits of cold transfer that your businesses or organizations can efficiently leverage with a contact center. Which are;
- Call center agents mainly prefer cold transfer and they are quick to initiate the call which saves time.
- The agent immediately routes calls to the appropriate agent without any delay and offers an instant response to the customer’s concern.
- Improves agent productivity and efficiency through rapid interaction and appropriate information.
- Provide self-service options to customers through IVR systems.
- Reduces the heavy workload of the call center agents.
- Efficiently handles communication with the caller.
- The call-back option is also available in case of any disruptions.
- Suitable for handling urgent calls.
- Offers flexibility in call routing.
According to a HubSpot study, “90% of customers rate to get an immediate response while addressing customer service questions.”
When should cold transfer?
Cold transferring a call can be used when a call center is facing a surge and agents must look into and address that problem with a solution within a specific time interval. It’s appropriate for handling time-sensitive calls. When callers are trying to reach different departments, you can instantly provide access with a cold transfer, which will immediately route the call to the person and therefore reduce unnecessary conversation.
When a customer’s background information is not needed, cold transfer is the most suitable option. For instance, to reduce the wait times, you might refer a client who asks about available payment alternatives to a billing person. In such a situation, this type of transfer is the best approach to addressing the call.
Spoiling the concept of Warm Transfer
Warm transfer is the process of transferring the call to another agent through a personalized approach. Here, the call is not disconnected while transferring the call to another agent. Warm transfer occurs when the agent is completely aware of the caller’s details.
The agent already knows the caller’s information, so the customer doesn’t need to repeat it again and thereby the customers feel more comfortable and valuable which ultimately enhances the customer experience.
Warm transfer is also considered a “soft” and “attended” transfer. This type of transfer offers their customers a friendly and personalized environment.
Benefits of Warm Transfer
If your business aims to build stronger and effective customer relationships that last for an end then you must prefer warm transfer, as it makes sense too. Let’s have a quick look at some of the benefits of leveraging warm transfer, which are;
- With warm transfer, you can quickly achieve better customer satisfaction.
- Reduces customer frustration as the agent is already aware of the caller’s details.
- Create great outbound sales experience for customers.
- The personalization approach is delivered during warm transfer.
- Customers feel more valued during conversations with agents.
- Here, the agent has the power to route the call to the voicemail with a recorded message or accept the call.
- Warm Transfer enhances the resolution in a single call.
As per the research conducted, around 59% of customers think that businesses must opt for a personalized approach to data collection and provide a better customer experience.
When should warm transfer?
Warm transfers are the most appropriate choice for call escalation, emotional situations, and topics around complex issues or sensitive matters. Calls related to customer-specific customer accounts such as product returns or account-related issues can also be processed with the warm transfer.
These types of transfers are fruitful for building customer relationships through providing personalized experience which ultimately results in faster resolution. This call transfer can be optimized when a caller requires assistance with a complex issue and needs expert support.
Insights from Cold vs. Warm Transfer: Which one is better?
Well, the appropriate selection of call transfer depends on the agent and customer situation. The primary difference between warm and cold transfers is whether or not the recipient of the transfer is informed about the call before it is transferred to them.
Cold transfers are the simplest option and are mostly experienced when calling a business. On the other hand, more active collaboration and participation are required between team members during warm transfer.
In terms of effectiveness, warm transfer is more likely to be effective in comparison to cold transfer.
In cold transfer, there is an immediate transfer of a call that lacks prior communication between agents and therefore lacks information about the caller. But in case of warm transfer, the agent is well prepared and ready to offer personalized assistance to the caller.
Warm call is accurate for customers having a specific issue, a customer who needs to solve their concern as soon as possible. In such a situation cold transferring might be a rude option. Cold transfer is appropriate when your call center agent is out of the office or not available.
Overall, it’s true to know that warm transfers enhance customer satisfaction.
Maximize technology and tools for efficient call transfers
Call center technologies and tools are used for efficient call transfer processes which aim to focus on improving customer interactions and enhancing customer experience. Call center tools refer to software and communication features that agents use to support and improve their services.
We have mentioned some technologies that assist contact centers in providing high-quality customer support.
Automatic call distributions (ACD)
This automatic call distribution system helps agents to route incoming calls to the most accurate customer service reps. One of the most innovative call center technologies that efficiently manages calls and instantly responds to customers. ACD technology automatically routes or distributes calls to their respective departments. This technology is great for enhancing the first call resolution rate and efficiently managing fluctuating call volumes.
Seamless communication solutions
Customers mostly prefer a seamless method of communication when contacting out for business. That’s why the omnichannel system is considered one of the best call center tools through providing seamless service experience to their customers. Omnichannel solutions consist of multiple communication channels like text messages, email, social media, and many more which allow customers to reach your businesses. This technology reduces a team’s workload and increases productivity and efficiency.
Powerful Outbound Dialing software
One of the efficient outbound dialing software optimizes contact rates and eliminates the time spent on manually dialing. A predictive dialing system is an automated dialer that directly reaches out to customers through pre-recorded messages. Businesses can close the deal efficiently by using internal call transfer features.
Computer Telephony Integration (CTI)
CTI is an advanced and powerful call center tool that integrates the customer’s telephone and computer systems. Computer telephony integration connects your computer and phone which allows call centers to access customer data, providing faster response times which leads to better customer experience. CTI consists of valuable communication features.
Automated call recording system
Interactive Voice Response is a perfect call center technology that handles customer information and promptly offers the best customer service experience. Advanced IVR system serves self-service options through pre-recording answers to FAQs. Simply, it’s an automated call recording system that lets customers have quick access to information. This dynamic technology efficiently answers all inbound calls along with call assessment.
Conclusion
In the end, cold transfer lacks a personal touch and that leads to frustrated customers. Whereas, warm transfer opts for smoother connection between agents and customers where customers feel valued. Ultimately the choice of selecting between these types of call transfer depends on the customer’s situation and the organization’s objectives. We hope you found our blog helpful!
