It might not be the most glamorous feature or even cutting edge, but it could very well be one of your customer’s favourite contact center features, and those are the ones that count for the most. I’m talking about the warm transfer, which is the focus of this week’s Feature Friday.
Before the warm transfer, when a customer called in and gave his information, including his account info and what he wants from that particular call, he’d just have to give it all again once he was transferred. There was even the odd transfer that simply didn’t make sense. An agent would mistakenly transfer a caller to an agent who wasn’t able to resolve the situation or provide the sought after details. It was a frustrating age for the contact center indeed.
Software providers solved more than one issue when they added the warm transfer to their packages, and our offering, the Telax Hosted Call Center solution, would not be complete without it.
With the warm transfer, agents are able to send any data the customer has given them to the next agent so that information does not need to be repeated. They can also have a brief conference call before the actual transfer, letting the new agent know exactly what the caller is looking for and ensuring that they’re being transferred to the right agent.
It’s also one of my favorite names for a feature, the warm transfer. It sounds comforting, frankly it is comforting. It lets the customer know that the company they’re doing business with cares, that they want to make his experience as comfortable as possible. Few things are as annoying to a caller then needing to reiterate information over and over as they’re transferred from agent to agent. The warm transfer might not be the most impressive technological feat in contact center technology, but it sure is appreciated.
Tags: call center software, contact center, customer service, efficiency, hosted call center, telax hosted call ceter, warm transfer