Call Transfer

What Is Call Transfer?

Call transfer is a useful telecommunications feature by which a call can be transferred from one person to another, regardless of phone number or physical location. All that needs to happen is for the first caller to enter the second party’s extension, and then they are connected.

Of course, if your company wants a bit more control over transfers, you can program specific numbers to trigger certain reactions using an automated system. This can help keep your business running smoothly and ensure nothing gets lost in translation during a potentially significant transaction with a customer or client.

How Does Call Transfer Work?

In VoIP systems, call transfers are efficiently accomplished using either a desk phone or an app. The process is straightforward: dial the destination number and enter a code when prompted. Once initiated, your call handling system seamlessly takes over, ensuring uninterrupted communication flow. These systems also allow you to set up conditions that help control how calls are routed based on time of day, location of the caller, or other factors helping ensure that nothing gets missed due to human error during busy times.

Because VoIP technology may be used to access a third party from almost any location, transferring calls is simple. This allows companies to create a work environment that is more flexible and less chaotic. It can be especially helpful in smaller operations that may not have room for multiple workers at the same location or who need to make use of field agents during different hours of the day.

Types of Call Transfer

Blind Transfer

Blind transfer, also referred to as cold transfer, occurs when the caller transfers the call to another without any communication between them. In this scenario, the transferring caller does not need to provide any information as they hang up after initiating the call transfer. It is typically used when no additional information regarding the transaction needs to be passed on.

This type of call transfer has its pros and cons. On the one hand, it is quick and efficient. However, on the other, there are times when it may be helpful to give additional information or provide context before connecting with someone.

Attended Transfer

Attended transfers, also known as warm transfers, require a bit more involvement from the transferring party. In this scenario, the caller is encouraged to speak with the new party before the call is transferred. This type of transfer typically involves a brief conversation that can help set expectations and provide context for both parties.

This type of transfer is beneficial when providing an account number, information about what actions should take place, or other pertinent details. It also helps ensure no confusion when someone picks up on the other end.

Voicemail Transfer

If a business does not want to transfer a call but instead would like the caller to leave a message, they may opt for voicemail transfer. In this case, the transferring caller is given a prompt, and they leave a message for the next person they are trying to call.

This type of transfer is helpful when time is of the essence, but not everyone will be nearby or available to pick up at that moment. Ideally, it should only be used in situations that necessitate it. Otherwise, it may lead to a number of missed opportunities.

Benefits of Call Transfer

Improved Efficiency

Call transfers can streamline the way your business operates by helping to ensure that no calls are missed. They also help make it easier to manage communication, especially if your business is spread out over multiple locations.

Flexible Rules

With call transferring systems, you can set up automated rules that allow you to seamlessly switch between options based on different factors, including location or time of day, so nothing gets overlooked due to human error during peak hours or when employees are overworked and stressed.

Increased Automation

Since the entire process can be automated, you won't need an extra worker or assistant to transfer incoming calls. This system allows employees to quickly and easily transfer the call without taking time away from their other tasks , or create a voicemail message for whoever picks up on the other end.

Better Customer Service

Call transfers allow businesses to manage call queues better and ensure that no one will be placed on hold for long periods of time. It also ensures that customers do not have to repeat their information multiple times as they are transferred from person to person within your company's queue system.

Enhanced Agility

Using call transfer over manual transfers allows you to make the changes you need without taking up valuable resources. You can easily manage call forwarding even on the fly to optimize your company's phone system according to your company's needs.

Multi-site Management

Call transfer systems are ideal for businesses with multiple locations because they simplify setting up individual queues and managing call handling among different regions or cities. In addition, you can easily streamline your business by integrating various workflows through a single service provider.

Cost Savings

Transferring calls is an inexpensive way to maximize your business's resources. It allows your company to manage incoming phone traffic and handle call queuing in a cost-effective manner, ensuring performance improvement without incurring significant expenses.

Eliminates Human Error

Transferring calls helps eliminate human error, giving you more control over who handles each call. This type of system will ensure that information isn't lost during transportation between employees, ensuring that customers aren't put in touch with the wrong department or person.

Less Tedious Work

When combined with IVR, transfer protocols can be set up specifically for different departments so that no one without the necessary training or skills tries to handle calls from the office phone outside their assigned department.

FAQs

What happens if the person I'm transferring the call to doesn't answer or is unavailable?

If the person you are transferring the call to doesn't answer or is unavailable for any reason. In that case, your business can set up a separate number that will automatically pick up and handle the call. This ensures that each call gets completed successfully without the customer knowing about any issues that might have occurred behind the scenes.

Can I speak to the person I'm transferring a call to before I finish the transfer?

With a call transfer system, you will be able to speak to the person before completing the transfer. This lets you double-check that the correct party is being called and that relevant information is passed along.

Can I transfer calls to international numbers?

If your business needs to complete international transfers, you will be able to connect with the person you are calling, even if they're in another country. If you have a remote workforce, you can improve your telecommunication capabilities by using call transfer to reach out to international employees.

Are there any potential downsides to transferring calls?

This feature has limited downsides; however, not all call transfers may be completed successfully. For instance, if an employee lacks training or experience in transferring calls, there is a chance that customers might not reach the intended party. It can be a problem if a call is transferred to someone who does not have the necessary information or can't correctly answer customer questions.

To resolve this issue, you can use training methods that increase employee knowledge and awareness of the transferring process to successfully carry it out without any complications or disruptions along the way.

Can I call transfer to a cell phone?

Yes, you can transfer calls to cell phones. The process works basically the same way for any other business phone, allowing you to complete transfer calls efficiently without complications or mistakes.

How can call transfer help my business?

Call transfer will help your business in many ways. For one, you will be able to take back control by creating a menu of prompts and protocols that can be assigned with a touch of a button. In addition, call transferring helps remove human error from your business's operations, giving you more control over who handles each call.

As part of a unified communications system, call transfer can also help streamline your business by giving you a way to handle incoming traffic and connect with customers using a single service provider.

Flexible Deployment Options: Cloud-based or On-premises

Available in the Appliance, Software, and Cloud Edition, Yeastar provides flexible deployment options,
allowing you to have your PBX system sited on-premises or in the cloud.

Appliance Edition

If you prefer a plug-and-play system deployed within your company to ensure complete control, the Appliance Edition is the perfect fit.

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Cloud Edition

Want to eliminate the workload of hardware installation while having your phone system up & running immediately? This is the option for you.

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Software Edition

You make the call whether to install the PBX system on a hardware server, a virtual machine, or even in the cloud.

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You might also interest in these features

Call Forwarding

IVR (Interactive Voice Response)

Call Queue