Call transfers are sometimes inevitable—whether a customer needs help from a specialist or a situation needs a manager’s input. With Aloware’s Call Transferring feature, agents have the flexibility to make each handoff smooth and effective, choosing between cold and warm transfers to best suit the situation.
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What is Call Transferring?
Call Transferring is a phone feature that moves a call from one person or extension to another without ending the call. Our Call Transferring lets agents manage handoffs in two ways:
- 2-Way transfer (cold transfer): With a simple push of the “Transfer” button, agents pass the call to a new team member and exit the conversation. The customer is seamlessly connected to the new representative, keeping the experience fast and efficient for routine inquiries.
- 3-Way transfer (warm transfer): When more context is needed, agents can go for a 3-way transfer. By selecting the “Add” option, they can either add the new person directly or choose “Introduce.” Introduce lets agents put the customer on hold, quickly brief the new participant on the situation, then press “Merge” to bring everyone into the call together. This way, the customer doesn’t have to repeat their issue, making the transfer smoother and keeping the experience professional.
Three options for routing a call
After pressing “Transfer” or “Add,” agents have flexible routing options, making it easy to get the customer to the right place:
- Transfer to a user: Connect the customer to a specific person in the organization. Let’s say a customer calls tech support with a question about billing—tech support can quickly pass the call directly to a billing specialist, connecting the customer to exactly the right person.
- Transfer to a ring group: Route the call to a whole team, like sales or support, so the first available agent in the group can assist. This is great for high-demand departments where anyone available can help resolve the issue.
- Transfer to a phone number: Sometimes, customers need assistance from outside the company. With this option, agents can transfer calls to an external number, like a partner or third-party service, so customers still get the help they need without having to call another number.
Putting call transfers into action: Choosing the right transfer type for each situation
Knowing which transfer option to use can make a big difference in customer satisfaction. Here’s a quick guide on when to choose each transfer type to create a smooth, enjoyable experience:
- Quick solutions with 2-way transfers
Ideal for simple, direct handoffs when the agent doesn’t need to stay on the line. For example, if a customer calls with a billing question that a tech agent can’t answer, the agent can use a 2-way transfer to connect the customer directly to billing. This keeps the handoff quick and seamless, without additional steps. - Adding support with 3-way transfers
Use this option when more than one agent’s input is needed on the same call. Imagine an agent managing a customer who has both technical and billing questions. By using a 3-way transfer to add a billing expert to the line, the agent ensures the customer gets all the answers they need in one place—without repeating themselves while being transferred through multiple departments. - Keeping things simple with “Introduce” for a warm handoff
Best for complex or sensitive issues that require context. When an agent selects “Introduce,” they can brief the next rep before merging them into the call, ensuring the customer doesn’t need to re-explain their issue. This makes for a thoughtful, informed handoff that shows the customer they’re being heard and valued.
Benefits for admins and agents
For admins, call transferring allows you to support your teams effectively, especially when an agent encounters a challenging or escalated situation. With clear handoff standards, you ensure customers are routed to the right person seamlessly. And when an agent requests assistance, they can add you into the call for extra support, enabling real-time problem-solving that keeps difficult conversations on track and shows customers they’re in good hands.
For agents, call transferring gives you a straightforward way to connect customers with the right person or department, whether you’re transferring for specialized knowledge or involving a supervisor. This feature reduces the scramble and keeps conversations flowing, so you can manage each call effectively without worrying about handling complex inquiries alone.
Final value: Flexible call transfers for a smooth customer journey
With Aloware’s Call Transferring feature, agents have a practical, reliable way to hand off calls, whether they’re connecting to a specialist, another department, or a third-party service. These tools make transfers quick, easy, and customer-friendly, ensuring that each interaction flows seamlessly and leaves customers feeling well-supported.
