Customers who call hate to be transferred.
But sometimes there’s no way around it and you have to forward a call to an expert.
Doing so requires that you ease the customer’s anxiety and master the art of a smooth call transfer.
So how do you do that?
Well, a great first step is ensuring that you’re not making the number one mistake that will drive your customers away.
When transferring calls, what should you avoid and why?
Don’t make the customer repeat themselves.
89% of customers get frustrated when they have to repeat their questions multiple times to different agents.
Starting from square one every time you talk to someone new is extremely annoying. We believe it’s the number one pitfall of customer service.
If you have to transfer a call, make sure it’s not back to the start of the IVR menu. The transfer should be smooth and the agent picking up needs to know:
- who the customer is
- why they’re calling
- what has been said
- and what the possible solutions are
Guess what? Benemen offers all this.
Tap into the power of a 360-degree customer view when transferring calls
A 360-degree view that’s stored in a CRM allows you to collect all-around information about your customer. It tracks all previous interactions so you can provide the most efficient and personalised customer service.
The customer won’t have to repeat their previous conversations to the next person.
82% of customers say that getting their issue resolved quickly is the number one factor that leads to a great customer service experience.
With Benemen’s 360-degree caller profile, you have all that info at your fingertips. The next agent knows who’s calling before they answer and even receive intelligent action prompts. They will know exactly what the situation is and how to address the customer to feel seen and valued.
In fact, we created our solutions to diminish the likelihood of having to transfer calls. The 360-degree customer view gives agents what they need to take a customer request all the way to an effective resolution themselves.
How do you transfer a customer? 5 simple steps
As a general rule — try to avoid transferring calls. But sometimes there’s no way to avoid it, and that’s okay. Here’s how to ensure all your transfers are smooth, smart, and soft.
1. Know who’s calling
When the customer calls, information needs to be at your fingertips. This show’s the customer that you care, you know who they are and their issue can be resolved quickly. A cloud-based contact center solution that integrates with your CRM stores information for you and gives you the complete picture.
2. Explain why you need to transfer the call
Politely explain why you need to transfer the call. When customers need advice, they don’t expect the first person who answers incoming calls to be an expert in all things.
Reassure them that the person they’re being transferred to will be best able to answer their request. It’s important that you make sure your customer doesn’t feel handed off or passed around like an inconvenience.
3. Ask for permission
Ask the customer if it’s okay to transfer them. This builds trust and gives them a sense of control over the situation.
Sometimes people might not want to be transferred. Ask them why.
It also helps if you explain what happens next. There might be a brief pause or a clicking sound after the transfer, and customers could be worried it means they have been disconnected.
4. Give the transfer information
Give the caller your information just in case the call drops and you get disconnected. This way they can call you right back if the transfer doesn’t go through.
Also, give them the name and extension of the person you’re transferring them to. It lets them know they can directly contact the person who can help them without having to start over again.
5. Introduce the caller
A soft call transfer is when you introduce the customer to the new agent.
Live call transfer, an advanced feature of cloud phone systems, allows you to hand off a live call to another agent.
It lets you share the customer’s details with the new agent and talk to him while the customer is on hold. It’s great for improving the customer experience and building trust because you establish the connection between the new agent and the customer before disconnecting your line.
What do you say when you transfer a call?
Word choice influences every part of the customer service call. Choose active, positive, and simple language. Avoid saying the word transfer. Instead, let the customer know you will connect or send them to the next agent.
You could say: “Our specialist Lisa is the best person to answer your question. She’s ready to receive your call. Can I connect you now?”
Wanna learn more? Here are 15 proven customer service phrases to use and what not to say.
What is the proper method for putting a caller on hold?
To make a soft or warm call transfer, you have to put the caller on hold while you talk to the next agent. Here’s how to do this without upsetting the customer too much:
- Ask for permission: “May I place you on hold for a minute?”
- Explain why you need to put them on hold
- Give a timeframe
- Don’t put them on hold for more than 1-2 minutes
- Give progress updates in case it takes longer
Ready to deliver the best customer service, every time?
First-class customer service is key to keeping your customers loyal and standing out from your competition. Benemen creates high performing tools so you can provide personalised, speedy, and efficient service across all customer interaction touch points.
Interested in how our solutions can improve your call center customer service? Let us show you in a brief 30 minutes demo!