Call center software solutions are at the same time very familiar and very foreign to most of us. We’ve all dealt with them on the customer side. We know what it’s like to call in, press a few buttons, wait a while and then speak with a call center agent. It’s one of the more common ways to contact a company. And often, it leaves a bad taste in your mouth.
As a business owner looking into being on the other side of that phone call, it’s hard to know what you’re looking for. “I know I don’t want my call center to be like X call center, but what am I even looking for?”
The first step to understanding the call center software space is to familiarize yourself with the terminology. This post will explore the concept of call transfers.
A call transfer is just what it sounds like: It’s when the customer’s call gets transferred from one call center agent to another.
A call transfer can happen for a variety of reasons. Most often, it’s a result of the customer speaking with an agent who is not prepared to help him or her. This can be because of an IVR menu problem or a lack of skills-based routing. Sometimes, a call transfer is a result of a customer requesting to speak to the manager.
You have likely been transferred as a customer. Sometimes it’s a relief — finally, someone will help me! — and sometimes it’s an annoyance — Am I going to have to explain my problem again? What you may not have realized is that there are two distinct ways to make call transfers: blind transfers and warm transfers.
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The blind transfer has long been the mainstay of call transfers. Blind transfers occur when a call center agent transfers a customer to another agent without first informing the agent of the customer’s issue. In this way, the customer and the new agent are both “blind.” The advantages here are that blind transfers are easy and quick. Just press a button and shuffle the customer along.
The major disadvantage is that blind transfers act a bit like a “reset” button. Although the customer may now be connected with an agent more equipped to help him/her, the customer still has to begin again explaining why s/he has called. This kind of problem can be alleviated by advanced call center software with CRM integration, but that’s an issue for another post.
The warm transfer solves the sightlessness of the blind transfer. Warm transfers allow agents to speak to each other before the caller is transferred. Doing this allows them to discuss the customer’s needs and how best to address them. Before the caller is transferred, both agents speak to the customer.
Warm transfers take considerably longer than blind transfers. What is lost in time, however, is gained in the customer getting a sense that there is a “team” working for him/her. Further, no time is wasted in repeating the initial problem.
Warm and blind transfers both have their place in modern call centers. It is important, when choosing a call center software solution, to pay attention that both types of call transfers will be available to your agents.
Call center software forms the foundation of many customer service strategies. When picking a solution, you want to choose the technology that will enable your agents to be flexible to address the specific needs of every individual customer.
Talkdesk cloud-based call center software enables your agents to utilize both warm and blind transfers, as well as a variety of other advanced call center software features. Click below for a free demo to see the wide range of functionality offered by Talkdesk.