The different types of call transfers
Before we get into the difference between a cold transfer and warm transfer, we should mention that these kinds of call transfers can go by many different names.
A warm transfer can be referred to as an announced transfer, a hot transfer, or a soft transfer. They’re also sometimes called attended transfers.
A cold transfer can also be called an unannounced transfer or a blind transfer.
Cold and hot, or blind and warm, however you refer to the two kinds of transfers doesn’t change the fact that the variety of names are still referring to only two different kinds of call transfers.
What is a warm call transfer?
A warm call transfer means that the receptionist will speak with the appropriate agent before they send the call to them. Meaning, the extension the caller asked for is informed of the incoming call transfer. Typically, the caller will be put on hold while the call center operator dials the desired extension. After being notified, the transfer destination can then accept the call, and complete the transfer.
Pro tip:
If you’re going to be doing warm transfers, make sure you have some good hold music on the line for your customer while they wait for the transfer to be completed.
This kind of attended transfer allows your agents to learn about a caller’s issue and any background information that could be useful before they take over the call. Warm transfers give your team members the time and information they need to provide quality customer service that makes your customers feel valued.
In addition, your team members are able to give your callers a warmer welcome, perhaps even a personal greeting, instead of picking up the phone with a standard, “Hello.” A warm transfer script can be useful to keep your agents consistent and personable.
A cold transfer: Operators will blindly transfer calls
A cold call transfer doesn’t include the introduction or passing of information that a warm call transfer does. A cold call transfer happens when the caller is simply transferred to another agent without a receptionist or live agent speaking with them first. This means that the desired extension is not informed of the incoming call.
If the destination agent is not available at the time, this type of call transfer can result in your caller being transferred to voicemail.
When cold transfers are a better option than warm transfers
It might seem that warm transfers would always be the better option since they make your customers feel valued and help your agents perform. But this is not always the case. Cold call transfers are still useful in certain scenarios to move a call forward.
When a caller needs to get to a different department and their identity or the agent’s identity won’t matter, that is a perfect time for a cold transfer. Let’s look at an appropriate example of transferring a caller cold.
Let’s say a caller made a phone call to your sales department, but they actually need assistance with a billing issue. Once your team member figures out where the customer should go, they should just transfer them to the appropriate extension. The caller doesn’t want anyone specific, they just need to connect with billing since they reached the wrong department at first.
How do I transfer phone calls to another phone?
Now that we know about the types of call transfers, we can discuss how making a transfer works. How you transfer a phone call depends on your call center management system. If your team members are operating with a desk phone, you’ll usually transfer a call with a transfer button.
We can take a closer look at how to transfer a call to a different phone by using a RingCentral-enabler deskphone as an example. Your agents will be able to transfer calls to a different phone in four easy steps. In addition, RingCentral’s software can prompt your agents with their call transfer options at every step in the process.
- Dial double pound or hash (##) key to place your caller on hold. After you’ve placed the call on hold, you may hear: “You have a call on hold, to return to the call, press #. TO transfer this call to an extension, dial the extension number. For more options, press *”.
- Push the star (*) key.
Once you’ve pressed the star (*) key, you may hear: “To transfer this call, press 1. To cancel, press *”. - Press 1.
After pressing the number 1, you may hear: “Please enter the phone number or quick dial number (Flip Number) and then press #. To cancel, press *”.
Note: If you transfer a call using the Quick Dial, you’ll have the option to make a warm transfer. - Enter the phone number of where you want the call to transfer to and then press the pound or hash (#) key to finish the transfer.
Transferring calls with desktop software
Another option available to you would be to skip the expense of equipping your team members with physical phones and have your agents pick up the phone on their computers with a softphone instead.
With technology like the RingCentral App for Desktop, you’ll have the option to transfer your calls in three different ways.
Using the RingCentral App for Desktop: Warm transfer
Warm transferring a call with the RingCentral App for Desktop can be done in five steps:
- While on a call you want to transfer, click the Call Actions button.
- From the dropdown menu, select the Transfer option.
- Type the number or name of the desired transfer destination into the field, or dial the number on the keypad.
- Choose the Ask first button on the dialpad.
- After the call is patched through, you can speak with the person, and when both parties are ready, hit the Complete transfer button on the bottom of the dialpad.
Using the RingCentral App for Desktop: Cold transfer
Cold Transferring a call with the RingCentral app is easily done in four straightforward steps:
- While on the call you wish to transfer, select the Call Actions button.
- From the dropdown menu, click on the Transfer option.
- In the field above, type the name or number of the desired transfer destination. Or, dial the number on the keypad.
- Click the Transfer button on the dialpad.
Using the RingCentral App for Desktop: Transfer to voicemail
Instead of transferring the call to a live agent, you also have the option to transfer a call directly to a person’s voicemail. This type of transfer can be completed in four steps as well.
Note: Transferring to voicemail will only work if you’re transferring a call to a RingCentral MVP extension, contact, or direct number.
- While on a call you want to transfer, click the Call Actions button.
- From the dropdown menu, select the Transfer option.
- Type the number or name of the desired transfer destination into the field, or dial the number on the keypad.
- Click the To Voicemail button on the dialpad.