Useful Tips for Call Transfer

 Aside from being able to transfer calls with or without answering, you can also choose between warm and blind transferring. If you are transferring the call to other agents or other departments, this information can help you determine which will be best for each level of service and each department.

If a call needs to be transferred to another department. This can be due to the customer needing a different level or service or the call needing to be routed to a different service. You can answer the call prior to picking up the call if you are unavailable. You can also answer, then transfer if you wish to be the intermediary for callers and customer service.

There are also further options, including blind and warm transfers to use for call forwarding and transfer.

What is blind call transfer?

A blind call transfer is when you send a call to another phone number or person in the company without talking to that person first. You will simply answer the call, determine if the customer needs to be sent to another department, then shift the customer over by transfer.

Blind transfers work well when:-

• The customer is looking for basic help or information that any person would know in that department.
•  Saves you and customer time by being able to connect with someone else who can quickly answer the question, keeping the customer happy.

What is warm or attended call transfer?

Attended call transferring refers to warming the person up or providing information prior to transferring a call to a particular person. To perform a warm transfer, you will put the customer on hold, then dial up the agent. You can give them a briefing on the issue that the customer is having.

Attended transfer works best when:

• The customer requires some specific information related to a department or a product.
• There is an issue or a problem with specific features or services, making sure that the needs are addressed as quickly as possible.
•  It helps avoid customers from having to transfer multiple times.

Deciding which type of transfer to use

For basic information or if there is another department necessary in the beginning, a blind transfer is a good option. This will allow you to get a customer the information that needs immediately. Blind transfers also work when you are shorthanded and need help handling customers who need information or services that all agents are able to help with.

If a client is having an issue, escalating to a warm transfer offers a higher level of service. Utilizing this transfer also means that the agent can quickly find information on hand, clearing up the use of the phone lines and shortening customer wait times.

Also Read:-

• 5 Benefits of Auto Attendant
• Call Mointoring

Content Source: https://www.cebodtelecom.com/useful-tips-for-call-transfer/

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5 Reasons to use Conference or Conference Bridge phone feature?

 Conferences should be quick and easy. With the right technology they are. Conference bridge feature is one of the best ways to connect with employees, vendors, customers, and anyone else you must make contact with to make sure your business runs smoothly. Being able to conduct conference calls with people anywhere in the world shouldn’t be hard.

1. Conferencing without the wait:- 

You can elect to set up a conference any time that works for you. When you set up the conference, an automatic email will be sent out to those who are invited to participate in the conference. Once the time for the conference starts, they can log in with a pin to gain access to the conference. This way each person receives a message about the conference prior to it beginning and gains proper access information that can be accessed via email.

2. Instant email:- 

Instant email makes sure that the conference can begin on time. Having a reminder about the beginning of a conference at the very beginning will provide better attendance rates. Most workers check their emails all of the time, which is the perfect way to keep in touch. The email will provide all necessary information for accessing the call and provide the reason for the conference.

3. Mobile conference bridge:- 

Conferences do not have to be accessed from a work phone. A work conference can be accessed through mobile phones or even digitally. This means that workers who are on the road or at home can access a conference just as easily as those who are in office. Virtual phone line are easy for some employees, as these can be pulled up from a tablet or a computer with ease. When using a virtual phone line, their mobile phone line can be left open for possible business call forwarding if customers call during the conference.

4. Entrance and exit sounds:- 

Knowing when people are entering the conference can give you an update on who has showed up. You can have those who enter the conference announce themselves, plus set up the conference to play a sound when people enter or exit. This will allow you to wait for everyone to arrive, so that everyone receives pertinent information, rather than needing to recap at the end.

5.No restrictions, Manage large groups:- 

If you need to have a large number of conference participants the conference bridge is the best way to make this happen. As the administrator you can mute all participant lines, so that there is no distraction and information can be distributed all at once. A large, controlled conference through conference bridging can keep all workers up to date instantaneously.

Choose Cebod Telecom Business Phone Service and take all powerful PBX calling features like conference bridge with you.  Several plans and pricing options are available.

Content Source: https://www.cebodtelecom.com/conference-bridge/

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