Customer support calls are vital in building customer relationships and improving brand reputation. While resolving customer concerns with the first call is ideal, call transfers are inevitable for many businesses.
According to a recent industry report, 68% of customers get annoyed when agents transfer their calls to other team members. However, call transfers don’t have to be a negative experience. When done well, they can support your customers and your business.
Mastering call transfers begins with learning the difference between warm vs. cold transfers and when to opt for each one. In this blog, we’ll explore both types of call transfers and how your business can leverage them to create better customer experiences.
Warm vs. Cold Transfer: What’s the Difference?
You can classify call transfers into two types: warm transfers and cold transfers. Both transfers entail sending active calls to another number or agent, yet they impact your customers differently.
What Is a Warm Transfer?
A warm transfer occurs when the original receiver of the call provides information to the next agent before completing the transfer. The information shared includes relevant details that can help the next agent provide better support, such as the customer’s account number and specific concern. While this transpires, the caller is typically placed on hold.
Warm transfers can foster a smoother transition by giving the next agent the details they need to provide prompt service. It also saves time that you might spend on repeating the issue. In addition, a warm transfer helps the agent exhibit a friendlier, more personal approach, making customers feel valued.
What is a Cold Transfer?
Unlike warm transfers, cold transfers don’t include an initial briefing or transfer of information. Instead, the caller is transferred to the next team member who will handle the call. If the agent cannot take the call, the caller may get sent to voicemail.
Businesses can leverage interactive voice response (IVR) systems to facilitate customer-initiated call transfers. These systems are beneficial for companies with several departments catering to customer issues.
Choosing Warm vs. Cold Transfer
Although warm transfers seem the better choice, this is not always the case. Learning when to use warm vs. cold transfer can help businesses serve their customers better.
When Should You Warm Transfer?
Warm transfers can improve customer experience by eliminating customers’ need to repeat themselves and ensuring customers won’t get transferred to the wrong extension.
Situations warranting a warm transfer include:
- Emotional calls
- Escalation calls
- Concerns involving sensitive subject matter
- Complex customer issues
- Calls related to specific customer accounts, like product returns or account issues
When working with prospects, warm transfers can help show callers that you value their interest by providing solutions and suggestions during sales calls.
When Should You Cold Transfer?
Cold transfers are appropriate for simple customer concerns that don’t require background information. For example, if your customer inquiries about available payment options, you can route them directly to a billing agent to reduce wait times. These transfers are also the best approach to addressing calls out of an agent’s wheelhouse when customers call the wrong department.
The key to reducing friction in cold transfers is good communication. Agents should inform callers about the transfer and provide them with alternative options in case they experience trouble with the transfer.
Weighing Warm vs. Cold Transfers: Pros and Cons
Consider these pros and cons when deciding to use warm vs. cold transfer.
Warm Transfer Advantages
- Agents are better prepared to handle customer concerns
- Calls are personalized based on customer needs
- It eliminates the need to repeat information
Warm Transfer Disadvantages
- Time-consuming for agents
- Callers are put on hold for a longer time
Cold Transfer Advantages
- Facilitates quicker transfers to address customer concerns
- Provides after-hours and round-the-clock support
- Offers self-service options through IVR systems
Cold Transfer Disadvantages
- May increase caller dissatisfaction when calls are not answered immediately
- It acts as a “reset” button, and the customer must repeat their concerns
Best Call Transfer Practices for Businesses
In the warm vs. cold transfer debate, no single solution fits all situations. However, these practices can help your business identify which call transfer approach provides the best customer experience, creating better relationships in the long run.
1. Train Your Agents
Review your current inbound processes, and identify areas of improvement. By investing in agent training, you can ensure that your team members know how to properly conduct call transfers and utilize the features of your phone systems. Consider educating your agents about phone etiquette and professionalism to foster better customer communication.
2. Keep Customers Informed
Ensure that callers know before you transfer them to another call, and always ask for permission. Thoroughly explain why the transfer is necessary and let them know what to expect. Communicate to your customers that you value their time and patience and are focused on helping them resolve their concerns in the most convenient way possible.
3. Take Accountability
If your customer has been put on hold longer than expected, apologize and ensure they know you value their time. Likewise, if you can’t resolve their issue on the first call and transfer them to a more suitable agent, reassure them that you’ll attend to their concern.
4. Establish Clear Policies
It’s crucial to have consistent and clear policies that outline when agents should use a warm vs. cold transfer. These guidelines can empower your agents to make better decisions and ensure consistent caller experiences.
5. Consider Outsourcing
Cold transfers are typically the last resort when businesses face a surge of calls and are trying to attend to many customers. However, when not done right, this can damage customer relationships.
Growing businesses can leverage the technology and expertise of third-party companies like ROI CX Solutions if they don’t have the in-house capacity to handle calls or want to invest in improving customer experience in the long run.
Partner With ROI for Reliable Inbound Call Center Solutions
With the quality of customer experience at stake, deciding whether to opt for warm vs. cold transfers can be challenging. Let us handle the work for you.
At ROI CX Solutions, we provide businesses with world-class call center services that help improve customer experience and satisfaction. Reach out to learn more about how we can serve you, or request a free quote today!