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Explanation of Warm Transfer Messages in this topic - RSS

Guest


9/22/2006
Guest
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
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Guest


3/7/2008
Guest
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
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Guest


5/5/2008
Guest
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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rapsodysolutions
rapsodysolutions
Posts: 4


4/9/2017
Warm transfer is a method of transferring a call to a different department or a live agent that involves giving a brief summary of the caller's issue/question/purpose of transfer, what has been done during your interaction with the customer/client that requested/agreed to the transfer.
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