What Is A Call Transfer?
In a contact center, a call transfer is when an agent switches a call from one endpoint to another, for example, to another agent, a supervisor, or a subject matter expert. Call transfers can also be done automatically through an IVR or IVA. Call directories may also enable customers to select the party they wish to speak with and be routed to that endpoint.
Benefits of Call Transfer
There are several benefits to call transfer:
Calls are answered rather than going to a voicemail
Customers do not have to dial more numbers to reach another party
Customer issues are resolved faster by transferring to an expert