Glossary
Call transfer (phone transfer, transferring phones) is a process of swithcing a customer’s call to another agent or supervisor if needed. This mechanism is used when agent can’t answer customer questions or can’t provide proper assistance.
Call transfers are a vital part of call center functioning, because in many cases there is a need to switch a call to a more experienced or professional specialist who can provide better assistance. Call transferring is also needed when clients choose wrong departments to call, and such situations aren’t rare. Nonetheless, call transfers are considered one of the most annoying things which make clients hate call centers, so the golden standard is to reduce call transfers as much as possible.
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