How To Transfer A Phone Call

September 21, 2018

Transferring a phone call is much more than just knowing what buttons to push on the phone. A caller may need to be transferred for many reasons, such as if they need to speak to a different department or person who can better handle their needs or problems.

Our virtual receptionist service revolves around keeping clients and customers happy and we know what it takes to transfer a call confidently, correctly and politely. In fact, a professionally transferred call can put forward a great first impression, and that will help you to build goodwill for your business in the long term.

1) Gather the information

First, introduce yourself to the caller and have them introduce themselves and their reason for calling in. Speak to the caller and ask them for their basic information (name, email, phone number, the reason for calling). The information you collect will vary from business to business depending on what types of calls your business takes. Collecting the information helps the caller avoid having to explain the situation all over again when you transfer the call to. It also allows the receptionist to have the information in case the call drops or disconnects.

2) Communicate the Caller's Needs

Most businesses have a designated employee in each department to answer phone calls. Speak to the designated employee and brief them on the caller's situation. This helps to eliminate the caller having to explain the reason for their call from the beginning. Research shows that repeated explanations are stressful, and this is perceived by individuals as a sign of not being understood. This will also prepare the designated employee to provide the immediate help for which you have escalated the call. 

3) Announce the caller

Once you have finished briefing the designated employee about the caller’s situation, connect with the caller again. This time, introduce the caller to the person with whom they must speak, and ensure that the transition is smooth and polite. A lot depends on the tone of your voice, and how you introduce the caller to the other person. Make sure that the introduction comes with a reassurance that this new person on the other end of the phone line will solve the caller's issue as quickly as possible. Again, this reassurance has a psychological benefit, and primes the caller to be polite and calm while speaking to the other employee.

4) disengage from the call professionally

How you end the call matters a lot during a call transfer. This sets the stage for how the conversation between the other employee and the caller develops. Make sure to end it with a reassuring and empathetic note, as this helps the caller to feel acknowledged and validated. A lot of what you do has a direct psychological effect on the caller. Keep this in mind, and treat the caller with the utmost kindness, empathy, and respect.

Seek Help if you can't do it yourself

Call transfers aren't a simple matter. Before transferring, make sure that you gather pertinent information so that you have all of the information for the person designated to receive transfer calls. Once you have the information, speak to the designated person and brief them with the caller’s situation so that they don't have to explain their situation all over again. Finally, introduce the caller to the designated employee, and disengage from the call professionally and politely.

All these steps may seem simple but if you are unable to give your callers the attention they deserve, seek the help of a phone answering service such as Abby Connect. Our virtual receptionists not only transfer calls professionally and politely but also help grow your business and improve your brand image with exceptional customer service. See how our receptionists transfer calls when you try out our free, no obligation 14-day trial.

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