Call Transfer
Redirect ongoing calls to another agent or department within or outside the contact center for prompt handling.
What is Call Transfer
Call Transfer redirects ongoing calls to another agent or department for efficient handling or resolution of customer inquiries.
Benefits and Features
1. Issue Escalation: Transfer calls to specialists or supervisors for further assistance. 2. Collaboration: Promote teamwork and knowledge sharing among agents or departments. 3. Customer Satisfaction: Minimize wait times and ensure inquiries are addressed promptly.
Challenges and Considerations
1. Transfer Errors: Risk of call drops or misrouting if not handled accurately. 2. Customer Disruption: Multiple transfers may cause frustration or dissatisfaction. 3. Agent Dependency: Over-reliance on transfers may impact problem-solving skills.
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