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Tips for Transferring a Call

Are you setting the right tone for your company?

Good phone etiquette sets the tone for how your company is perceived by others. And it takes only one bad experience to undermine your company’s image. Here are some techniques that anyone who answers a phone in your company should keep in mind when transferring a call.

Listen and Learn
Nothing is more frustrating than to be transferred to the wrong person or department. Listen carefully to your caller and do not interrupt. Be sure you understand their issue before deciding where to transfer the call.

Ask Permission
No matter how busy you may be, you never want to make the caller feel rushed or that they are an inconvenience. Explain why you need to transfer the call and who you are transferring it to. Asking permission to transfer the call and reacting appropriately to the caller’s response demonstrates that your company cares and the caller is important.

Provide Contact Information
It never fails. You’ve patiently waited on hold and explained your reason for calling only to be disconnected in the transfer process. You can minimize caller aggravation when this happens by providing your contact information (or contact information for the person you are transferring the call to) before transferring the call. That way, your caller can quickly re-establish contact without having to start the process from scratch.

Keep it Warm
An announced call, also referred to as a warm transfer, is almost always the best choice for transferring a call. This is when you talk to the party you are transferring the call to, make sure they are available, pass along the name of the caller and summarize the purpose of the call before transferring it. If you have to transfer the call directly, without announcing the call, prepare the caller for the possibility of being placed in a call queue or being directed to a voicemail, and again seek permission to transfer. If the caller objects to this, seek alternative people to direct the call to, or take the customer’s information, alert them to the steps you will take to have their call returned, and ensure that they receive the promised call.

Important note: If a caller is angry do not transfer a call unannounced.  This is not only unfair to your colleagues, but can inflame a situation.

These techniques will go a long way in building your company’s reputation. Remember every interaction your company has with the public reflects your company’s values, standards, and quality, and consequently your brand.

Step-by-Step Guide to Transferring Calls

There are two types of call transfers. A cold or "blind" transfer is when you transfer the call directly, without speaking to the second person. A warm transfer allows you to speak to the person to whom you are transferring the call, before putting it through. Follow these step-by-step instructions to transfer calls with our most popular phones.

6755i IP Phones

Check out our step-by-step video on our YouTube channel or follow these instructions:
Cold Transfer Warm Transfer
  1. While you are on a call, press the Transfer softkey next to the telephone screen.
  2. Dial the number or extension you are transferring to.
  3. Wait for the phone to ring, then quickly press the Transfer softkey again before the second party answers.Then hang up.
  1. Press the Transfer softkey next to the telephone screen.
  2. Dial the number or extension you are transferring to.
  3. Wait for the phone to ring, when the second party pick up, speak to them, then press the Transfer softkey again to connect the two parties. Then hang up.

 Uniden 160P and 165P Phones

Cold Transfer Warm Transfer
  1. Press the round Flash/Talk button on your handset, then 5 to put the caller on hold. 
  2. Dial the number or extension you are transferring to (dial 9 for an outside line).
  3. Your call will automatically transfer. When you hear the dial tone, you can hang up.
  1. Press the round Flash/Talk button on your handset, then 1 to put the caller on hold.
  2. Dial the number or extension you are transferring to (dial 9 for an outside line); then speak to the answering party.
  3. Press Flash/Talk, then 4 to complete the transfer.
 

 ST-2118 "Fanstel" Phones

Cold Transfer Warm Transfer
  1. Press the Transfer softkey located next to the telephone screen.
  2. Dial the number you are transferring to (dial 9 for an outside line).
  3. Your call will automatically transfer. When you hear the dial tone, you can hang up.
  1. Press the Hold/NewCall softkey located next to the telephone screen.
  2. Dial the number you are transferring to (dial 9 for an outside line); then speak to the answering party.
  3. Press the More softkey, then the Join Parties softkey to connect the parties.

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