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Warm Call Transfers Should Become a Standard….Not Optional Practice

Question: If a customer visits your business location to meet with one of your employees, do you assist said customer to the employee’s office; or is it better to “just point” and instruct the customer to walk down the hall toward the employee’s work location? We hope you agree that it is always more personable and customer-convenient to fully assist visitors when conducting a meeting at your business location. So, this begs the question: “Why would a customer service representative ever conduct a “blind” or “cold” telephone transfer to employees when customers call a business location?

A warm transfer is considered one of the best methods for providing a smooth and friendly customer experience. A warm transfer occurs when one employee answers a call and then transfers the call to a different employee but passes on any relevant information prior to the transfer so that the caller doesn’t have to repeat themselves. To take this process a step further companies should ask their employees to remain on the telephone line and introduce the caller to the second business contact before disconnecting from the call. This approach will ensure that the call is fully connected, and that the customer is cared for with the utmost respect of their time.

By implementing the following steps, you will increase customer satisfaction and opportunities for your team to be successful!

Warm Transfer Steps

  1. Initial call should be answered in a personable manner.

  2. Collect Informative details of the nature of the call and ask any clarifying questions prior to conducting the warm transfer.

  3. Ask the customer politely if it is acceptable to place them on temporary hold so that you can reach a person who can assist (note: it is a nice touch to let the customer know your full name and extension and also ask for a call back number should the call be disconnected).

  4. Place internal call to colleague to help and confirm they are the right person. Provide colleague with all information before connecting the customer to the call.

  5. Utilize the “join call” button in your phone system and connect the customer to the three-way call. At this time introduce the customer to the 2nd colleague and explain that he/she will assist them from this point.

Please note if you are unable to find a proper internal contact readily available to assist, please ask the caller if they would like to leave a voice mail message or if they prefer you to notify someone to call them back. Remember great customer service is based on the perceptions of your customer, not what you think. This approach will separate your team from the competition!

Steve Peralta CILCSA Board Member Vice President & CXO-BOS


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