Home » Glossary » Cold Transfer

Cold Transfer

Definition

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.

cold transfer
What is a cold transfer?

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.

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, 350+ podcast episodes, and a comprehensive directory with 3,000+ 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.