The Most Reliable & Trusted
VOIP Service Provider
in Canada
April 8, 2016

4 Steps To Performing The Perfect Call Transfer

Excellent customer service is made up of a number of components. Among the most obvious is a friendly and approachable demeanour that endears people towards your brand. This is especially important for companies that conduct the majority of their business over the phone. As we’ve pointed out a number of times before, body language and facial expressions don’t translate through phone lines.

Therefore, the “nice” needs to be turned way up in order to convey to callers that they are dealing with a highly reputable business. There are bound to be times, however, when callers aren’t particularly pleased with the ways in which their calls are being handled. Often, they’ll need to be placed on hold or transferred to other departments to have their questions properly answered. And people don’t generally like waiting.

However, there is a way to go about the entire call transferring process that will help customers to clearly understand that it’s a necessary part of getting them the customer service that they deserve. For the most part, people don’t mind being transferred to other departments. In many cases, they’ll actually prefer it – as long as they’re getting the help they called for. But what steps are necessary in order to perform the perfect call transfer?

Here are four:

1. Explain the reason for the transfer. As long as you’re keeping your callers in the know, you’re bound to avoid irritating them. Don’t simply state that the call needs to be transferred to another department. Instead, inform the caller about the reason that another representative will be of better assistance. Often, this will put the caller’s mind at ease, knowing he or she will be tended to by the right individual.

2. Ask, don’t tell. This is a policy that is important to adhere to whether you are putting a caller on hold or transferring him or her to another department. Ask the caller for permission to perform the hold or call transfer. This communicates respect and places the caller in a position of control . “May I ask you to please hold while I transfer you to the correct department?” sounds a lot better than “Please hold while I transfer you to the correct department”. Believe us.

3. Be sure to handle all matters pertaining to your department first. Even if you need to transfer a call to another department to respond to the first question the caller asks you, be sure to ask the caller if there is any other help he or she requires. If there is a request that you can handle, tend to the matter first and then process the call transfer. That way, your caller won’t be subjected to bouncing back and forth between departments.

4. Avoid blind transfers. When you connect to the appropriate department, don’t simply drop the caller off with the other associate. Be sure to stay on the line and introduce the two parties. With the caller hearing you, inform your co-worker about the nature of the call and what the caller has asked for. This way, you won’t irritate the caller by having him or her repeat something that was already communicated during the course of the call.

MeloTel’s VoIP-based Commercial Phone Services offer a variety of features including Call Transfer. For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the “Live Chat Support” feature on our website!

0 Comment
Leave A Comment

Here are a few testimonials from what our customers have to say:

Danielle Cameron
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Dr. Martin Jugenburg
Wayne Goldstein
Danielle Cameron (VP Marketing)Imprezzio Marketing

“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"

Heidi Kaufmann (Manager )TK Enterprises

“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"

Charles Murray (CEO)Benjamin Verde

“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s portal. READ MORE"

Rashalee Green (VP of Operations)Synergy Marketing

“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"

Fouad Shuhaiber (CEO)National Projects

“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"

Dr. Martin Jugenburg (Surgeon)Toronto Cosmetic Surgery Institute

“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"

Wayne Goldstein (CEO)Global Mentoring Solutions

“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"

Request Information

Connect With Us