The different types of call transfer in Freshcaller
Cold transfer
In cold transfer, you will be transferring a call to another agent or team without giving them prior notification. Cold transfer is also known as blind transfer. A cold transfer comes in handy when you are transferring the call to an agent who is dedicated to a specific type of call query and is prepared to handle them even if they are not provided information or context. For example, calls reaching a bank’s call center transferred to the credit card section.
Warm transfer
When you perform a warm transfer, you can talk to another agent or even exchange call notes before transferring the call. This enables the agent receiving the transferred call to deliver personalized and contextually relevant customer service. Warm transfers spare your callers from having to repeat themselves to get a resolution. Be it for customer service or for sales, warm call transfer would help you achieve improved customer satisfaction and employee productivity.