What is Call Transfer?
Call Transfer is the capability to transfer a caller that you are speaking to to another person (or telephone extension). You can also transfer callers to a telephone number outside of the extensions in your office. The purpose of a call transfer is to enable the caller to speak to the right person for the enquiry or question they have.
Types of Call Transfer
Call Transfer Assisted
The most polite way to transfer a phone call is called an assisted call transfer. This enables the agent (your staff member) to dial up an extension (or an external phone number), speak to that person about the person who is calling and then let the call go to that person. This way the person receiving the call can be briefed about the caller, their name and company and their situation or needs and get straight to helping them. It makes the caller feel special because they don’t have to repeat themselves over and over again.
Blind Call Transfer
This happens when the receptionist or person currently speaking to the caller transfers them to another extension (or external number) without announcing the caller to the new call recipient. Although some people believe this is efficient use of time, it tends to be seen as frustrating by the caller and shows lacklustre customer service.
Music on Hold
As soon as the call transfer is initiated the caller is put on hold and hears your music on hold. Good lively music will keep them entertained for a while but it’s important that the call is dealt with quickly.
VoIP Business Telephone System Handsets
VoIP handsets enable your small business to take advantage of the functionality and flexibility of a hosted CloudPBX. These handsets can be located in remote offices like staff or contractors homes or even interstate or international offices.
Learn more about Business Telephone System Handsets
Business Telephone System Call Flow Scenarios
Do you want to see how most people handle the calls with their business telephone system? These call flow scenarios enable you to quickly choose from the most common choices and can help you get a good solution quickly.
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