• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Glossary » Call Transfer

Call Transfer

Definition

What is a call transfer?

A call transfer or call forwarding is the method of redirecting a live phone call from one recipient (original) to another or other messaging services. It usually involves the actual caller’s phone number or other specific information.

A call transfer is possible with a dedicated call transfer button on a physical handset. Another way of performing a call transfer is by utilizing the right software. 

Recipients of a call transfer may or may not be able to decline a transfer, depending on the kind of system used by a call center. There are also other phone systems that feature a more informative call transfer as they include notes from the previous agent who handled the call. 

What is a call transfer?

Types of call transfer

Businesses, especially call centers normally receive thousands of calls on a single day. Proper call transfer is very important to avoid frustrated callers leading to customer dissatisfaction. This is why agents should be fully aware of the two kinds of call transfers. 

Here we have the two forms of a call transfer: 

Cold transfers

Cold transfer or blind transfer occurs when you switch a caller to a ring group or another agent without first communicating with the new agent. 

Cold transfers are challenging because they are essentially beginning from scratch because there is no knowledge to pass.

Warm transfers

A warm transfer is when you communicate to the new agent in advance of the call. Without the caller hearing, you can tell the target agent about the caller’s problem before the transfer is made. 

You can hear a ring from the agent you choose for transferring the call and approve or reject the transfer. The call will drop at your end until the call is acknowledged.

Types of call transfer
Types of call transfer

Advantages of call transfer

Utilizing a call transfer system provides various benefits to small-sized to large companies, including the following:

  • Call transfer can be used by remote working agents from any location.
  • It allows call centers to make use of mobile phones instead of desk phones. 
  • It helps call centers maximize their agents’ day-to-day productivity. 
  • A perfect tool for customer service.

Importance of call transfer

Call transferring systems have many advantages to both big and small companies. These technologies increase the availability of staff to provide help while they are not in the workplace. 

A traveling employee, for example, should set up a call forward from a desk phone to a cell phone to stay in touch at all times. It allows a company’s workforce to be much more flexible than if they were tied to a desk phone.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
SAVE UP TO
70% ON STAFF COSTS
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image