What is a cold transfer?
A cold call transfer occurs when a customer is transferred to another agent without first communicating with a live agent. Cold transfer implies that the incoming call is not forwarded to the appropriate extent. A cold call transfer is also known as a blind transfer.
In call centers, another form of cold transfer involves redirecting a call from an agent who cannot assist to another who can. This is common, particularly when an employee exhausts their expertise or training in attempting to help a client and then passes 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 are properly endorsed. They help your agents to perform much better. But certain situations benefit from cold transfers.
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. This call transfer may result in your caller being transferred to voicemail if the destination agent is unavailable at the time.