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Explanation of Warm Transfer Messages in this topic - RSS


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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