Explanation of Warm Transfer

Operations Management

Sep 22, 2006

Can you please explain what a "warm transfer" in a call center is? If possible, can you please give me an example of a warm transfer by using this situation - Caller A is speaking to an agent B and is asking a question that can only be answered by an Agent C. Using this scenerio, how will a warm tranfer be implemented and what are the proper words that need to be used by the Agent B during a warm tranfer process? Thank you. Looking forward to receiving your response asap. -- Mur Dhirani, Desjardins Financial Security

Mur Dhirani

Answers

  • Josh Posted at 12:00AM on Mar 7, 2008

    Caller A would transfer Caller B to Caller C, but would inform Caller C who Caller B is. That would be a warm transfer. Does this make sense? -- Josh , Anthem

  • Rick Boykin Posted at 12:00AM on May 5, 2008

    Warm transfer can mean different things to different people. 1. Agent A is speaking to the Caller. Agent A needs to transfer the caller to Agent B. Agent A connects to Agent B and announces who the caller is and what the caller's question/issue is. Agent A then reconnects to the caller and announces Agent Bs name and other information (i.e., dept name, etc.). Agent A then tells the Caller that he/she will connect the caller to Agent B. 2. Agent A is speaking to the Caller. Agent A needs to transfer the caller to Agent B. Agent A connects to Agent B and announces who the caller is and what the caller's question/issue is. Agent A then conferences in the Caller to Agent A and Agent B, INTRODUCES the Caller to Agent B and then releases the call. -- Rick Boykin, Vanir Consulting

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