What is a cold transfer?
A cold transfer occurs when a customer is directed to another agent without first communicating with them. This type of call transfer implies that the incoming call is forwarded without prior announcement or coordination. A cold call transfer is also known as a blind transfer.
In call centers, cold transfers are usually done by agents who cannot assist the customer to one who can. This is common, particularly when an employee has exhausted their expertise or training in attempting to help a client. In this case, they then pass the call to another agent with more knowledge about the issue.
Importance of cold transfer
Warm transfers seem like the best choice when transferring calls because they make your clients feel valued and their concerns properly endorsed. They help your agents perform much better. But certain situations benefit from cold transfers.
A cold call transfer helps move a call forward. For example, when a caller wants to reach a particular department, and their or the agent’s identification is irrelevant, a cold switch is the best option.
The call transfer, however, may result in your caller being transferred to voicemail if the destination agent is unavailable at the time.