The Most Reliable & Trusted
VOIP Service Provider
in Canada
September 11, 2019

Warm Transfers Are Essential For Excellent Customer Service

“Hello, how can I help you?” This is a phrase that ALL callers of ANY business should hear only one time per call. Naturally, the question should be asked by the phone agent who picks up the call. Once the question is answered, the representative (and any other representative who speaks to the caller) should already have the information necessary to provide the appropriate customer service.

During phone calls when “Hello, how can I help you?” is asked more than once, it is evident that there has been a communication breakdown and therefore, poor customer service is provided. It all comes down to avoiding the dreaded blind transfer.

What is a blind transfer?

A blind transfer is when a phone agent informs a caller that he/she will be transferred to another department and then simply transfers the call to another line. The rep doesn’t wait for anyone to pick up the phone before dumping the call. So, when the new phone agent picks up, he/she is forced to start the call over again from the beginning. The caller hears “Hello, how can I help you?” for a second time. It is not pleasing.

No matter what type of business you own, your phone agents should be advised to never blind transfer calls. They are nightmares for customers. The opposite of a blind transfer is commonly referred to as a warm transfer.

What is a warm transfer?

As you may have guessed, a warm transfer is when a phone agent transfers a caller to another phone agent and stays on the line to explain the caller’s needs. As a result, the caller does not have to repeat himself/herself and customer satisfaction is vastly improved. Warm transfers are highly recommended by customer service experts.

“Don’t blindly transfer the call as soon as you hear the other phone ring,” advises James Bucki on, “Wait for the other person to answer and explain why the call is being transferred. This step gives the next employee a chance to prepare for the call and prevents the caller from having to explain their situation or problem all over again.”

Always explain the reason for the transfer.

Making warm transfers an essential part of your customer service routine will greatly improve customer satisfaction. But it’s just as important to explain to each of your callers why their calls are being transferred. While most customers would prefer to simply speak to one person, there will be times when your agents can’t answer every question. Be sure that explanations for transfers are common practices at your company.

“Politely explain to the caller why you need to transfer the call,” instructs Bucki, “It could be that the caller reached the wrong department or the wrong extension in the right department. Another reason for transferring a call could be that only another department can answer the question, or you don’t have enough authority to make the decision the caller is seeking. Regardless, make sure callers know exactly why their call needs transferring so that they don’t think you’re just passing the buck.”

Contact MeloTel today for a dose of our customer service style! Call us at 1-888-MELOTEL or use the Live Chat feature on our website and be sure to ask us about our cloud-hosted Commercial Phone Services which include Call Transfers as an automatic feature!

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