How to Stop Call Transfers Ruining Your CX

In a perfect contact centre (if such a thing exists), there would be no need to transfer any calls – but, in reality, there will always be a handful of customers (at the very least) that need to be transferred to another department or more experienced agent to get their query resolved. It’s just how it is.

So when the inevitable does happen, a smooth transition is essential! That’s why we asked our panel of experts for their top tips and advice to make sure every transfer is handled as efficiently as possible – without compromising the customer experience.

Here’s what they said…

1. Train Agents to Use Opening Statements That Instantly Reassure the Customer That They Are Fully Informed

In a warm transfer, the transferring agent must brief the receiving agent before releasing the call. One of the most avoidable customer frustrations is when this doesn’t happen. The caller should never need to repeat any information they’ve provided to the first agent.

The receiving agent should also assure the caller that they are fully informed, e.g., “Hi, Anne, I understand you are having difficulty taking screenshots on your Apple iPhone?” as this immediately signals to the caller that they are interacting with an efficient and well-trained team, thereby enhancing the overall customer experience.

Here’s where technology can help too. Implementing systems that allow notes to digitally accompany the transfer can drastically improve the handover.

Integration between the CRM system and contact centre platform can ensure the context and relevant background is instantly available to the receiving agent on call delivery.

Contributed by: Simon Adnett, VP Sales UK&I/MEA, Enghouse Interactive

2. Create Feedback Loops to Drive Continuous Improvement

Establish clear protocols for transferring calls, including steps for gathering relevant information before the transfer.

Create a feedback loop where agents can report on the effectiveness of transfers, allowing continuous process improvement.

Regularly review and refine these protocols to adapt to new challenges and customer needs, ensuring that your transfer processes remain efficient and effective.

Contributed by: Tatiana Polyakova, COO, MiaRec

3. Always Make Sure the Next Agent Is Available Before Transferring the Call

Misunderstandings, missing data or errors can have significant consequences, but there are things which can significantly improve customer experience, including:

• Visibility on expert availability – Ensure the next agent is available before transferring, rather than letting the call ring unanswered.
• Warm/supervised transfers – Provide introductions and context to smooth the transition.
• Access to the same platform or real-time data sync – Maintain visibility on case progress for ongoing management.

This approach prevents errors and ensures customers receive accurate and efficient service.

Contributed by: Sinjon Price, Pre-Sales Consultant, Odigo

4. Analyse Every Call to Nip Training Issues in the Bud

Often, transfers are simply not handled appropriately because agents don’t know the right processes.

By analysing every call to understand where agents fail most frequently, ongoing training can be updated to reiterate the correct transfer process.

By delivering the right information and reinforcing the right processes, contact centres can enhance customer experience and operational efficiency during call transfers.

Contributed by: Frank Sherlock, VP of International, CallMiner

5. Stop Repeating Steps and Regathering Details – It’s Frustrating for Everyone!

Call transfers are notorious for increasing friction during the customer journey. Traditionally, customers have had to repeat themselves after the transfer and essentially start over, leading to frustration and lower CSAT.

AI is vastly improving this process. Now, with purpose-built AI for CX, employees and virtual agents are equipped to take over an interaction, picking it up right where it left off with all the relevant context and background info on what transpired up until that point.

AI can then guide the conversation, prompting the employee or virtual agent with how to proceed to lead to the best outcome. Interactions can be transferred from bot to agent or vice versa, seamlessly, without missing a beat.

Contributed by: Elizabeth Tobey, Head of Marketing, Digital Solutions, NICE

6. Equip Agents With Key Phrases to Use During a Transfer

Equip agents with key phrases to use during a transfer. For example, “I’m going to connect you with [Agent’s Name], who specializes in [specific issue]. They have all the details you’ve provided so far.”

Ensure agents express empathy and explain the reason for the transfer clearly to the customer.

They should also follow up after the transfer to confirm the customer’s issue was resolved satisfactorily.

Emphasize the importance of clear and courteous communication throughout the transfer process, as it can significantly impact the customer’s overall experience and satisfaction with your service.

Contributed by: Tatiana Polyakova, COO, MiaRec

7. Use the 2-Minute Rule to Keep the Customer Updated About What’s Happening

It’s critically important to communicate with the customer whilst their call is being transferred – so don’t ever leave a customer on hold for more than two minutes!

This is one of the key things I’d always train my team on. For example, to say to the customer, “To complete this next step, I’m going to need to speak to someone in a different department to transfer you, so I’ll put you hold for two minutes and I’ll be right back.”

Then at the two-minute mark, if the transfer still hasn’t happened, be sure to check back in with them to keep them updated. If there are unexpected delays, the customer should also be offered an option of a callback later in the day.

Contributed by: Jenny Dempsey, Community & Customer Service Leader

8. Keep Your Systems Properly Updated to Avoid Technical Issues That Could Disrupt the Transfer Process

Regularly update and maintain your systems to avoid technical issues that could disrupt the transfer process, ensuring a smooth and efficient experience for both agents and customers.

Contributed by: Tatiana Polyakova, COO, MiaRec

For more great insights and advice from our panel of experts, read these articles next:

• 10 Ways to Kick-Start Your Adherence Improvement Strategy
• Move Over Omnichannel… Intelligent Omnichannel Is Here!
• Seeing Double? 10 Ways to Drive Down Repeat Contacts

Author: Robyn Coppell
Reviewed by: Xander Freeman