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Call transfer is something most people know how to do. However, many don’t realize that using a call transfer can save you money and time by avoiding long distance charges for international calls. It’s important for businesses to use effective routing techniques in order to get the best possible rates with their phone service providers
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In order to transfer a call to another extension, you should first dial the number of the person you want to talk to. Then press * before the extension number and then dial the number of your intended recipient. Finally, press # on your phone keypad when prompted by the voice prompt. Read more in detail here: how to transfer call to another extension.
A call transfer is a function on a business phone that enables you to transfer an incoming or live call from one person to another. On voice-over-internet protocol (VoIP)-enabled smartphones, users may effortlessly transfer calls by pressing a soft key or an app button, or by utilizing touch-tone instructions on older devices. There are also four main approaches that determine how business calls are transferred: warm, cold, voicemail, and hold queue.
How to Use a Phone System to Transfer Calls
The methods you use to initiate call transfers are dependent on the call management systems you’re presently employing. VoIP, virtual phone, and traditional public switched telephone networks (PSTN) landlines are the three kinds of call transfer technologies available.
Find out how to transfer calls based on the sort of system you’re using in the sections below:
Phone system types The Benefits of Using a Virtual Phone Number with VoIP Using Traditional Landlines
Using a VoIP system
VoIP systems provide a lot of functionality and access options. Because these cloud-based systems don’t limit agents to a specific place, the prospect of minimizing Transferring Voicemail is great, as more agents may be accessible from anywhere. In VoIP systems, call transfers are often accomplished using a desk phone, a web or mobile application, or both.
Let’s look at RingCentral, one of the most popular VoIP services, which stands out for its extensive collection of capabilities for businesses of all kinds. It also provides scalable options that expand with your business.
RingCentral allows you to redirect calls from your desk phone, as well as from your desktop and mobile applications. Let’s look at each one in more detail:
Using the RingCentral Office Phone
A soft key and touch-tone instructions are the two methods to transfer calls from a RingCentral desk phone.
Using a Soft Key to Transfer Calls From a Desk Phone
Press the corresponding soft key labeled “transfer” or “trans” to start the procedure. When the “blind” key appears, users may press it. To begin a cold transfer, dial the destination agent’s phone number or extension.
Users must simply skip clicking the blind key and go right to tapping the recipient’s phone number or extension to execute a warm transfer. Meanwhile, press *0 before the number or extension to divert the caller to the recipient’s voicemail mailbox, even if he or she is accessible.
Using Touch-tone Commands to Transfer Calls From a Desk Phone
If the desk phone lacks soft keys for call transfers, another option is to use touch-tone instructions. To make a call to another extension in your account, double-press the hash or pound (##), then dial the recipient’s extension number. Simply hit the star (*) key before dialing the extension if you wish to do a warm transfer.
To transfer a call to a different phone number, hit the hash or pound key twice (##), then the star (*) key to open more choices. You could hear a popup that says hitting 1 will transfer the call. To finish the procedure, press 1, input the phone number, and then dial the hash or pound (#) key.
RingCentral Softphone for Desktop is a service provided by RingCentral.
Softphone systems often feature a very simple and user-friendly interface. When you’re on a call, you may pick from a list of choices to mute, record, put the call on hold, or transfer the call.
Transfers may be started quickly by clicking the appropriate button under the “more” symbol. (Image courtesy of RingCentral)
It’s as simple as hitting the transfer button and then dialing the phone number or extension to transfer calls to another agent. RingCentral also has a submenu for several transfer types, such as blind, warm, or voicemail.
Using the RingCentral Mobile Application
The RingCentral mobile app, which is available for both Android and iOS, has a similar call transfer mechanism. It all begins with a touch on the “Call Actions” button, followed by “Transfer.” You’ll be presented with a selection of contacts from which you may choose your chosen agent or utilize the dialer. Select “Transfer Now” for a cold transfer.
Choose “Ask First” if you want to do a warm-up. Finally, hit “To Voicemail” if you need to route the caller to the recipient’s voicemail box.
Choose a different alternative
The Benefits of Using a Virtual Phone Number
Virtual phone providers, such as Grasshopper, only enable calling via their software. Users cannot handle calls via a desk phone, unlike regular VoIP companies such as RingCentral. Let’s take a look at how to transfer calls using Grasshopper.
Grasshopper Grasshopper Grasshopper Grasshopper Grasshopper
On Grasshopper’s desktop app, you may transfer calls by pressing the “Transfer Call” button twice, or on the mobile app, by pressing the pound or hash (##) key twice. You’ll just need to type in the extension followed by the pound key, regardless of the device you’re using. You must activate the virtual calling card option, which is available in all plans, to transfer an incoming Grasshopper call to an external number.
Using Traditional Landlines
It’s simple to start call transfers if you have them set up on your PSTN landline. You can dial the pound (##) button twice or use a switchhook flash (a gadget or lever that allows you to reach an alternative dial tone while on a call).
You’ll hear a stutter dial tone after completing any of the two methods above, signaling that you may make a second call to another individual. You may then dial the call’s destination number. You must press the switchhook flash again to link the two calls when using a switchhook flash.
Call Transfer Routing Techniques & When to Use Them
Call transfers come in a variety of shapes and sizes, and they’re all useful for streamlining your customer support operations. It ensures that your clients are sent to the most suitable agent for their requirements, which is particularly important when your company handles a significant number of calls.
Your consumers will receive the service they need quicker if you set up your call transferring capabilities effectively, which will help you win or keep customers. However, if your call flows aren’t set up appropriately, you risk having extended wait times, which will cause your clients to hang up. This is why it’s crucial to understand the many kinds of call transfers and when to utilize each one, as well as how to perform it using hardware or software.
Transfers from a Warm Environment
Warm transfers, also known as attended or consultative transfers, put the consumer on wait while the call is transferred to a more competent employee. It’s a more ordered process: during the call hold, the first receiver informs the second agent of the information acquired. The original receiver may then hang up the phone when the data has been exchanged and the call has been moved.
Transfers from a Warm Environment have a variety of advantages, including:
- You may check if the desired agent is accessible and willing to accept the call.
- If the desired agent is unavailable, you have the option of forwarding the caller to voicemail or another person in the same department.
- With the first agent’s supplied knowledge, the second receiver is more equipped to deal with the customer’s demands. It also allows them to deliver a more personalized experience for the caller, resulting in a more enjoyable interaction.
This feature has the downside of exposing the caller to a wait period, which many consumers despise.
Transfers from the Cold
Transfers from the Cold pass callers to another agent without the first recipient speaking to them first. These are also called blind transfers because the caller isn’t informed that the call is being sent to another person.
Since there is no preparation, unlike Transfers from a Warm Environment, the recipient of the call has limited information about the customer’s needs. It may take a bit more time to collect the essential details, and the call will be treated fresh.
While Transfers from a Warm Environment seem more appealing at most times, Transfers from the Cold work best when a caller doesn’t need a specific agent to resolve their issues. For example, if a customer just needs to talk to any sales representative to discuss packages, you can transfer the call to anyone in the sales department. This way, you are eliminating wait times while still ensuring that the destination agent is capable of answering their inquiries.
Transferring Voicemail
Transferring Voicemail take place when the intended second agent is unavailable, and calls are forwarded straight to their voicemail. Note that some customers dislike being sent to voicemail. However, those who want a step further into resolving their issues are glad to record voicemail messages to the agents.
Transfers from the Hold Queue
You may also transfer your caller to the queue of another agent. While this form of transfer guarantees that your clients are matched with the most suited agent, it also comes with the risk of a lengthy wait period, depending on the number of people in line.
Why Should Teams Be Trained in Call Transfer Techniques?
Customers are exposed to higher wait periods when they are sent to the incorrect department, which may result in their leaving. According to a survey by Accenture, 81 percent of customers find it annoying when firms make it tough to interact with them. Furthermore, 73 percent want customer service to be more convenient, and 61 percent want it to be quicker.
Most Commonly Asked Questions (FAQS)
Is it possible to transfer a call to another device?
Call flipping, pushing, or pulling are terms used to describe this capability. This feature is useful for agents who are always on the go or who use various devices. You have the option to swap devices based on which is the most appropriate at the moment. If your smartphone’s connection is bad or the battery is low, for example, you may transfer the call to your IP phone without the consumer knowing.
What additional call transfer options are available to promote a positive client experience?
You should consider other aspects of the process, such as hold music, personalized greetings, or call transfer spiels, in addition to understanding when to employ the various sorts of call transfers. Some companies use snappy audio to promote their goods, while others use engaging music.
These aspects of the procedure should not be overlooked since they impact the consumers’ experience, which might influence their choice to wait or hang up.
Is it possible to choose call receivers from my contact list?
Yes, according to the majority of VoIP providers. Depending on your service provider, some, such as RingCentral, enable you to instantly access contacts on your desktop or mobile device. A search tool is included in many systems, allowing you to quickly transfer calls using names or numbers.
Conclusion
Call transfer capabilities are improving all the time, and your clients will no longer be aware that you are being transferred from one line to another. You may also set up your call routing system so that your callers are forwarded without having to hang up. These skills are now required in order to handle huge call volumes and keep wait times to a low.
While there are a variety of systems and technologies available today, you must ensure that your company understands how to use them to create effective call flows. It not only saves time for both agents and consumers, but it also improves the customer experience, causing them to return to do business with you.
*72 is a call forwarding number that allows you to forward your calls to any other phone number. This is an effective routing technique for business and personal use. Reference: *72 call forwarding.
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