How to Transfer Calls to Another Number
Transferring a call is not always as straightforward as it seems. First, you need a business phone system with a call transfer feature, and then you need to know the proper steps to send an incoming call to another phone smoothly. Having a solid understanding of how to transfer calls from one phone to another will help your business by improving your customer service. Keep reading to learn more about Callture's call transfer feature, including how it works and how to transfer calls yourself. For more details on Callture's features and plans, contact us today.
Call transfer is one of the best features of a business phone system. It allows employees to move calls between two phones without redialing or leaving a message. This feature comes in handy when an employee works in two locations or a customer needs to be redirected to a different representative. It also helps to improve employee efficiency by allowing them to multitask without losing their call. Continue reading to learn more about business etiquette, the difference between warm transfer and cold transfer, and how the call transfer feature works at Callture!
A Guide to Our Call Transfer Feature
Welcome to our call transfer feature! Here you will find all the information you need to use this feature and make your transfers as smooth and easy as possible.
Knowing how to transfer calls will help you and your business provide better customer service and improve productivity. With Callture, you can transfer calls in real time, resulting in a smoother transition than traditional call transferring. To get the best use of the call transfer feature and see how it can help you grow your business, use our best VoIP phones and phone systems for business! Then, follow the steps below to implement the call transfer feature.
To use our call transfer feature, you must first sign into your account. Once signed in, you can click the call button on the screen to start a call or click the "Call" icon to place a new call. If you would like to transfer a call from one extension to another, tap the "Transfer" button when you are on the call screen. You can select the person you want to transfer the call to and request a conference join or a dial-out extension. With that, you have successfully transferred a call.
Four Call Transfer Techniques
When transferring calls, there are different techniques you can use to streamline your customer service operations. Here, you can learn the difference between warm transfer and cold transfer and other techniques for call transfer:
When you want a smoother caller experience, one way to do it is through warm transfer. This kind of transfer is considered the best method, as the caller does not need to repeat themselves to the transferred person. The original caller will pass all the relevant information to the new receiver to eliminate repetition.
Cold transferring a call is very different from a warm transfer. First, the transfer has no exact preparation for the caller and the next agent assigned. In short, the new agent has no idea of who and what the caller needs, so it is more likely that the customer will have to repeat themself for their concerns to be addressed effectively.
A voicemail transfer happens when the second agent who intended to receive the call is unavailable. With that, the transfer will be forwarded to a voicemail. Although most callers dislike this technique, a voicemail transfer is viewed by others as an advantage as the caller can make a recording and send it to the agent directly.
Hold Queue Transfer
If you plan to transfer a call to another agent's queue, one way to do it is through the hold queue transfer. This technique ensures that the caller is matched to the right agent, making the transaction much better. It is essential to let the caller know their wait time may take longer than expected, depending on how many clients are waiting in the queue.
Proper Business Etiquette in Transferring Calls
When transferring a call, one must be aware of proper business etiquette. Business phone etiquette leaves a better impression on your caller and keeps the conversation flowing positively. When you can follow certain etiquette, you can focus on the task and impress your callers. That is why we have listed some tips you can keep in mind so you know how to transfer calls on the office phone.
Tip number 1: Introduce yourself politely before transferring.
Introducing yourself is essential when transferring a call. It is polite to let the person on the other line know who you are and where you are located. It is best to say your or your company name before passing the call to a new person. Introducing yourself will show that you are friendly and courteous toward the caller.
Tip number 2: Explain why you are transferring the call.
It is vital to note that when transferring a call, you must always explain why you are transferring the caller to another representative. Letting the caller know the reason behind the transfer, such as reaching the wrong person or you don't have the authority to answer the caller's queries, will help the caller feel informed and like they are getting the help they need.
Tip number 3: Ask for permission to initiate the transfer.
After you explain the need for a transfer, asking permission to start initiating the transfer is polite. By doing so, the caller can ask any further questions or raise more concerns. If the caller does not want to be transferred, find out why so you can effectively assist them.
Tip number 4: Disengage professionally.
Of course, once the person on the other line has agreed to have the call transferred, you must always practice ending the call appropriately. Knowing how to disengage professionally from the caller will help you finish the conversation as smoothly as possible. Don't forget to always thank the caller for their patience and time.
Learning how to transfer calls from one phone to another allows you to direct the caller to the right person for their request. As a result, you can provide a high-quality service to the caller, giving them a fantastic customer experience. We should know, as Callture never disappoints in delivering an affordable and consistent service with seamless integrations like no other, with excellent customer service satisfaction.
If you want to know more about call transfer and other business phone features, contact us today and get to know our excellent phone plans.
Frequently Asked Questions (FAQs)
Why is the call transfer feature significant?
A call transfer feature allows you to hand over a call to someone knowledgeable enough to solve the problem. If a call goes to the wrong person, then the call transfer feature will do its job to resolve it quickly.
What are the known benefits of transferring calls?
There are several benefits that the call transfer feature offers to individuals and businesses. Some benefits include avoiding issues with staff availability, company presence expansion, convenience, continual phone monitoring, and better customer service. These areas are better achieved by companies that have decided to use the call transfer feature as one of the mechanisms for a business phone system.
How do you politely transfer a call?
Being polite to your client during a call transfer is one thing that you should practice. You can start by introducing the caller to the person you are transferring to. That way, they don't need to repeat themselves to the next representative.