Call Transfer

Explanation:

Call transfer refers to the process of moving a customer's call from one agent to another, typically to escalate the issue to a more qualified agent or department. This ensures that the customer's issue is addressed by the most suitable person, improving resolution times and customer satisfaction.

Best Practices:

• Ensure Smooth Handoffs: Always brief the next agent on the customer's issue before transferring the call, providing context to prevent the customer from repeating themselves.
• Minimize Wait Time: Avoid long hold times during transfers by ensuring agents are ready to handle the call promptly.
• Use Warm Transfers: When possible, use warm transfers where the first agent introduces the customer to the next agent, improving the customer experience.
• Provide Clear Options: Allow customers to easily request a transfer, ensuring that they understand why the transfer is necessary and who they will be speaking with.

How Daktela Can Help:

Daktela's call transfer functionality allows agents to transfer calls smoothly, whether to another agent or a different department. With real-time monitoring, supervisors can track transfer success rates and ensure that calls are handled by the most qualified agents. Daktela also supports warm transfers, where agents can communicate with the receiving party before the transfer to provide context. The system allows for customizable transfer rules, ensuring that calls are directed to the appropriate agent or department based on the customer's needs.