Title: What is a Cold Transfer in a Call Center? The Details on a Changing Call Center Technique
Headings: ChaseData Call Center Software Blog
ChaseData Call Center Software Blog
What is a Cold Transfer in a Call Center? The Details on a Changing Call Center Technique
What is a Cold Transfer in a Call Center?
What is a Warm Transfer?
Why Go to Such Extensive Effort?

Content: The answer is yes – but the key to making that true is knowing exactly how to execute these calls properly. What is a Cold Transfer in a Call Center? A cold transfer is something we’ve all likely experienced. It is the most commonly used technique of transferring calls between staff members in call centers and customer service departments. Plainly said, a cold transfer involves forwarding a call to an employee without “warming them up” with details or preparation for handling that call. A consumer calls, their call is received without collecting any information beyond perhaps their reason for dialing, then the call is directed to a representative who handles their call from there. Another way type of cold transfer in a call center involves redirecting a call from an employee who is not able to be of service to another who might. This happens often in call centers, as one employee exhausts their knowledge or training trying to assist a caller and then transfers their call to another agent with a higher level of experience with that particular area of concern. What is a Warm Transfer? A warm transfer is an alternative to the cold transfer in a call center that many people prefer, when available.