Call Transfers
Call transfers in call centers involve the process of redirecting a customer's call from one agent to another to ensure effective assistance and resolution of their needs. It allows for the efficient allocation of resources and expertise, enabling a seamless customer experience. Through proper training and communication systems, call centers strive to execute transfers smoothly, optimizing customer satisfaction and support delivery.
Call transfers can be done through the Dialer as the agent has the option to transfer the call in two different ways:
- Cold Transfer: is when a call is transferred to another agent without a receptionist or another live agent first speaking with the customer.
- Warm Transfer: when one agent answers a call and then transfers the call to a different agent but passes on any relevant information so that the caller doesn't have to repeat themselves.
How to Transfer a Call
Step 1: Login to Maqsam and click on the Dialer.
Step 2: Set the Dialer status to Online and send or receive a call.
Step 3: While on a call, click the Transfer button on the Dialer.
Step 4: Select the agent or department to which you want to transfer the call to.
Step 5: Click Transfer Call.
Step 6: Select the transfer method you want to use; Cold or Warm.
Step 7: In case of choosing Warm transfer; Wait for the other agent or department to answer the call and hand it over.
Step 8: Once the other agent is ready to answer the call, hang up the call at your end.
Note: in the case of selecting Cold Transfer hang up after selecting the option.
How To Transfer Calls to Away Agents
Step 1: Login to Maqsam as an Admin and click on Settings
Step 2: Click Account Settings, under General scroll down to Allow Call Transfer to Away Agents and choose to enable to disable the option.
Step 3: Click Update to save changes.
Learn more about Call Transfers in the FAQs section.
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