Call Transfer Procedures

Call Transfer Procedures

There are 2 different ways to transfer a call, Warm Transfer and Cold Transfer:

Warm Transfer: Agent stays on the line during the transfer in order to introduce the customer to the agent receiving the call and advise the agent of the situation. 

Cold Transfer: Agent transfers their call to another agent or department without making an introduction. Essentially, dropping the call into a queue.

All internal calls are to be warm transferred unless advised otherwise by the business. Before warn transferring any calls, it is important that we confirm the reason the customer is calling. This is where you need to use probing questions to determine the nature of the call.

Before warm transferring a call to any other department, make sure you have the following information:
  1. Contract Number
  2. Reason for transfer
You MUST confirm the following information:

Customer Service

To

Retention

Retention

To

Customer Service

Customer Service

To

Authorizations
  1. 100% sure the customer wants to cancel and you have done everything you can to assist them.
  1. Review for active warranty in SCM/SB.
  1. Follow guidelines to add additional/ optional coverage (30 days before or after agreement affective date).
  1. Take ownership of all coverage questions, DO NOT transfer.
  1. Is contract in Active status (not in a Pending Cancelled status).
  1. Is the item needing service included in the plan (including additional/optional coverage).
  1. ONLY warm transfer Service Providers to Authorizations.
  1. Does the Service Provider have a report/diagnosis?
  1. Does the Service Provider have the additional information Cinch is requesting?

Any Escalated Calls should remain within your department. If a customer is escalating something that your department cares for, DO NOT transfer outside of your department.
  1. Customer Service needs to transfer escalated customers to their Supervisors or Tier 1 teams.
  2. Retention needs to transfer escalated customer to their Supervisors in Retention.

Warm Transfer

A Warm Transfer, also referred to as a 3-Way Conference, includes the “handshake” introduction. Contact the next party and provide all necessary information and that the customer has already been validated, then conference all parties together.
  1. If the Warm Transfer fails, return to the customer and advise them that you are going to attempt to transfer again. If it fails the second time, return to the customer and inform them you were unable to connect them directly with an agent. Offer to transfer them into the call rotation and/or voicemail. Explain to the customer that their request and your conversation are documented for their record.
  2. If Warm Transferring outside of the company (Sears, GE, Service Providers, etc.), the agent initiating the outbound call must advise the answering party of the outbound recording disclosure.

Procedure

  1. Place the customer on hold.

  2. In the Line 2 phone number box, enter the extension/number you are transferring to.
  3. When that party answers, use outbound scripting to advise of the transfer.
  4. Click Confirm Conference to bring all parties together.

  5. Introduce the customer to the agent, then click Complete Conference.

Script

Action

Script
  1. Ask for permission.
  1. Give reason for the hold.
  1. Wait for response and show gratitude.
  1. When the parties are all connected, the original agent must introduce both parties, them disconnect the call.
  1. The agent accepting the transfer must advise the customer of the recording disclosure.
  1. If a new person is joined into the call, the agent must again advise of the recording disclosure.

    “This call is recorded and may be monitored to improve quality.”

“<Customer Name>, to better assist you, I will connect you with <Department/Agent Name>. Are you able to hold?”

“<Customer Name>, thank you for holding. I have <Department/Agent Name> on the line and they will be happy to assist you.”

“Are there any other questions I can answer for you? Thank you for calling <Department>.”

Cold Transfer

A Cold Transfer does not include the “handshake” introduction. Be sure to set proper expectations prior to transferring customer to department queue/number. 
  1. ONLY when advised by the business and hold times exceed 2 minutes. 
  2. If unable to connect directly to 3rd party, inform the customer that you are connecting them to <Department> and the next available agent will assist them.
  3. If an attempt to Warm Transfer fails, return to the caller and inform them that you were unable to reach the party. Offer to transfer them into the call rotation and/or voicemail. Explain to the customer that their request and your conversation are documented for their record.
  4. For Sears Billing/Membership Service, inform the customer that due to longer than normal wait times, you are connecting them to <Department> and the next available agent will assist them. Ask them if they would like the toll-free number in case they decide to call back later. Provide number if applicable.

Procedure

  1. Click the Transfer Button.

    1. This will place the customer on hold.
  2. Enter the Extension/Number you are transferring to in the Transfer Destination field.
    1. For phone numbers, enter 91 before the number.
  3. Click Confirm Transfer.

  4. The transferring call will now show in the Line 2 field, click Complete Transfer.

Script

Action

Script

Listen carefully to the customers questions/concerns:

  1. While listening, the agent should navigate to notes and determine need (payment inquiry, enrollment inquiry, billing inquiry, escalation, etc.).
  1. Recap/Restate with customer to clarify reason for the call.
  1. Advise you will be transferring them to the correct department to assist them.

“<Customer Name>, I apologize for the delay you are experiencing. I was unable to get an agent from <Department> on the line.

At this time I will be connecting you directly to <Department> and the next available agent will assist you.

Please have your contract number ready.”



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