When receiving an incoming call from a customer, you sometimes want to transfer him over to one of your colleagues who is more knowledgeable about the issue at stake.
This allows for a smoother communication flow as the customer will not have to repeat himself twice. You can take advantage of the warm transfer to give context on the problem to the second support agent who will handle the issue.
When clicking the Transfer button you can choose to either :
- Transfer the call right away
- Talk to your colleague
If you choose to talk to your colleague first, you can then go back and forth between him and the client as many times as needed before transferring the call once and for all.
Once you hit the green transfer button, your call with the client ends and the one between your colleague and him starts.
Congrats, you’ve just performed a warm transfer 🎉