A Comprehensive Guide To VoIP Call Transfers

Introduction to Call Transfers in VoIP

Call transfer is a must for any business relying on calls in this time and age. Be it managing a high volume of incoming calls or connecting a customer with the right person who can best address their needs, a VoIP call transfer makes this possible and keeps conversations going without unnecessary disruptions.

With Voice over Internet Protocol, otherwise known as VoIP, Call Transfers are a whole new dimension. They easily allow active calls to be transferred from one user to another without the connection ever getting dropped. That means less time spent waiting and more time getting the help that customers need.
Let’s delve into the inner details of how VoIP call transfers work, what their benefits are, and how they can be optimized for the best results that your team and customers require.

Understanding Call Transfers

What is a Call Transfer?

Call transfer is the process of moving an active phone call from one user to another. This fundamental feature of telecommunications lets customers reach the right person or department with minimal effort.

In case a caller reaches the wrong team or person, call transfer will ensure that the person is routed promptly, without the customer having to hang – up and re-dial another number. This way, communication becomes seamless and efficient.

Call transfers are very valuable in customer service and play a very important role in maximizing agent productivity. Businesses can enhance customer experiences by promptly connecting customers with the right team while allowing agents to focus on their core tasks. This is why such capabilities are widely used across industries.

This feature further saves misdirected calls that are transferred to the appropriate individual or department. Further, once an agent cannot assist the customer, the call may be transferred to a different individual who can assist in improving the service delivery. As a whole, call transfers is a game-changer: helping to smooth out communications, boost collaboration, and ultimately deliver better service.  

VoIP Call Transfer vs Traditional Phone Systems

Let’s understand the difference between a VoIP call transfer software and Traditional Phone systems. 

When it comes to Voice over Internet Protocol (VoIP) vs POTS, the plain old telephone system or VoIP stands out for its flexibility, affordability, and advanced features, making it an ideal communication solution for businesses and individuals alike. Hence in today’s time and digital age, VoIP makes a better choice than traditional phone systems. 

Call Transfer vs Call Forwarding

In today’s fast-paced business world, ensuring every call is attended to on time is crucial to maintaining excellent customer service. Call forwarding and call transfer are features that streamline communication so that the customer receives the necessary help without frustration. Though both features are designed to manage calls, they serve two different purposes.

What Is Call Forwarding?

Call forwarding is a feature that automatically redirects incoming calls to another number or device when the intended recipient cannot answer. Whether someone is away from their desk, in a meeting, or simply too busy, this feature ensures no important call is missed. For example, a call center can forward incoming calls to available agents based on specific criteria such as language preferences, location, or availability.

It is a safety net – even when you are unavailable, the call will find someone who can assist. Businesses that rely on call forwarding software often see fewer missed calls, happier customers, and better overall efficiency. Think of a law firm that forwards after-hours calls to an on-call attorney, ensuring clients always have access to legal advice when they need it.

What Is Call Transfer?

VoIP Call transfer is the process of transferring a live call from one employee or department to another. Its use is mostly applied to situations where the customer contact is not with the ideal person to help him answer his problem. For example, if a customer actually needs billing assistance but has accidentally contacted the tech support division, the call can then be transferred directly to the billing team without requiring him to hang up and redial.

This seamless redirection saves time, reduces frustration, and ensures customers feel supported. Imagine a travel agency transferring a call from the general inquiry desk to a travel specialist who can assist with specific flight bookings—this makes the experience smoother and more efficient for the customer.

How These Features Improve Business Operations?

With the use of call forwarding and call transfer, businesses have greatly improved their operations. For example, call forwarding ensures no customer inquiry slips through the cracks, thus increasing lead opportunities and maintaining satisfaction. Similarly, call transfer ensures that customers are always connected to the right person, reducing call handling times and boosting first-call resolution rates.

Another Example: Call Forwarding and Transfer in Healthcare

In healthcare, call forwarding can redirect after-hours calls from a clinic to the on-call doctor. Thus, patients can always reach a doctor to receive advice. On the other hand, call transfer allows the moving of a patient’s call from the reception desk to a nurse or specialist for detailed assistance. Such VoIP for healthcare features keep operations smooth and ensure that patients receive care on time and appropriately.

Types of Call Transfers

VoIP Call transfers form an important part of business communication. They ensure the calls are directed to the right person or department in a business, creating a smooth and satisfying customer experience. There are three main kinds of call transfers: blind (cold) transfer, warm (attended) transfer, and consultative transfer. Each serves a specific purpose, depending on the situation and the amount of interaction required.

Blind (Cold) Transfer 

A blind or cold transfer transfers a call directly to another person or department with no prior communication between the two parties. The original agent simply redirects the call without speaking to the recipient or providing context.

– When to use: In cases where time is of the essence, blind transfers can be useful. This can be, for instance, transferring a caller to a general department or an extension where he can be further assisted.

– Example: A receptionist transfers a call directly to the sales department after establishing that the caller wants to speak to a salesperson, without introducing the caller to the sales team.  

Warm (Attended) Transfer

A warm or attended transfer is when the original agent speaks to the recipient before making the actual transfer. In this case, the agent can provide information about the caller’s need or concern to the person receiving the call so the latter is adequately prepared in assisting the caller.

– When to use: Warm transfers are applied when the topic is complex or sensitive and requires a smooth handover with adequate context.

– Example: A customer care representative discusses the issue with a technical support expert so that the latter is better prepared to handle the situation without having to ask the customer to repeat it all over again.

Consultative Transfer

A consultative transfer is a warm transfer but requires much more cooperation. The original agent stays on the call for a while introducing the caller and the recipient ensuring that everything flows smoothly. This is usually after both have connected, and the handoff has been made by the original agent.

– When to use: Transfer consultative calls are mostly best suited for high-touch situations, like sales calls or escalations where one or more agents should be added to a call for a while. 

 – Example: A financial advisor connects a client to a mortgage specialist and stays on the line to make introductions and provide initial details before they leave the conversation.

Each type of call transfer plays a very important role in the provision of efficient and professional customer service. The choice of method depends on the urgency of the call, the complexity of the issue, and the need for context or collaboration.

How to Perform Call Transfers?

It is imperative that business establishments effectively manage calls to ensure that there is smooth communication with exceptional customer service. Knowing how to transfer calls across various devices and applications is a must. Here is a guide on how to transfer calls on office phones, cell phones, and VoIP applications, with a summary of related call management features.

How to Transfer a Call on Office Phones?

Transferring calls on office desk phones typically involves the following steps:

• Initiate the Transfer: During an active call, press the ‘Transfer’ or ‘Trans’ button on your desk phone**.
  
• Dial the Recipient’s Number: Enter the extension or phone number of the person or department to whom you wish to transfer the call.
  
• Choose Transfer Type:
  
  • Blind (Cold) Transfer: Immediately press the ‘Transfer’ button again to connect the caller directly without prior consultation.
  • Warm (Attended) Transfer: Wait for the recipient to answer, discuss the caller’s needs, then press ‘Transfer’ to complete.
    
• Complete the Transfer: Once the transfer is confirmed, hang up to finalize the process.

**Note: Procedures may vary depending on your phone system; consult your device’s manual for specific instructions.

How to Transfer a Call from a Cell Phone?

Transferring calls from a mobile device can be done through built-in features or third-party applications:

Using Built-in Features:

How to transfer calls on iOS?

• Tap “Add Call” (may appear as a plus sign or a phone icon with a plus sign) while on a call.
• Dial the recipient’s number.
• Tap “Merge Calls” once the second call connects.
• Briefly explain to the recipient that you are transferring the call.
• Disconnect with the original caller.

How to transfer calls on Android?

• While on a call, tap “Add Call” (may look like a plus sign or a phone icon with a plus sign).
• Enter the number of the person you wish to add to the call.
• When the second call connects, tap “Merge” or “Transfer” (the wording may vary).
• Briefly let the recipient know that you are transferring the call.
• Disconnect with the original caller.

Note: Availability of these features may depend on your mobile carrier and device model.

Limitations of iOS and Android

iOS and Android devices give basic call management capabilities but do not meet all the business communication criteria at an advanced level. Some limitations include a lack of features such as call routing, queuing, and detailed analytics and limited scalability to meet increasing demands. These platforms is less suitable for business requirements that include smooth and scalable communication as the restricted call recording options, insufficient warm transfer support, and expensive carrier-based international calls are present in these platforms.

Why Businesses Should Shift to a VoIP?

VoIP apps like Emitrr are overcoming traditional call limitations by offering features such as IVR, call routing, and unified communication. They offer:

• Scalability
• Cost-effective internet-based calling
• Detailed analytics to optimize operations.

Moreover, VoIP improves customer service through call recording, warm transfers, and improved team collaboration, making it the perfect solution for modern business needs.

How to Transfer Calls Using VoIP?

VoIP applications provide user-friendly interfaces for call transfers:

Step 1: Initiate the Transfer

A support agent receives an incoming call from a customer. The customer has a question about problem “X”. To ensure a trained member of the team helps her, the agent transfers the call to a member of the “X” team. While on an active call, tap the Transfer icon in the app.

Step 2: Select or Enter Recipient

Choose a contact from your list or enter the desired number or extension.

Step 3: Select Transfer Type

– Blind Transfer: Select ‘Blind’ to transfer the call without prior notice.

– Warm Transfer: Select ‘Warm’ to speak with the recipient before completing the transfer.

This action depends on the type of transfer. In the case of cold or blind transfers, the first agent simply bridges the customer directly to the most appropriate agent. For warm or attended transfers, the agent transfers the customer after having had a chance to talk with the representative who first received the call.

– Complete the Transfer:  Use the application’s instructions to finalize the transfer.

Note: Actual steps will differ from one VoIP service provider to another.

Applications such as Emitrr usually have a specific call transfer button in their interface, so everything is more streamlined.

VoIP Call Management additional features  

Enhancing call management involves several features beyond transferring calls:

Call Routing

It automatically routes an incoming call to the correct department or employee based on the defined rule

Call Recording 

Calls are recorded for monitoring quality, training purposes and compliance.

Call Forwarding

Also known as call forwarding, this feature redirects incoming calls to another number or device, ensuring that important calls are not missed.

Call Queuing 

This feature places incoming callers in a virtual line when all agents are busy, effectively managing high call volumes.

Implementing these features can significantly enhance your business’s communication capabilities, leading to improved customer satisfaction and operational efficiency.

Benefits of VoIP Call Transfers

VoIP call transfers are the backbone of effective communication and customer satisfaction in contemporary businesses. Here are some of the most important benefits of implementing this feature in your operations:

Better Handling of Calls

VoIP call transfers streamline the management of calls by allowing agents to connect customers quickly to the right person or department. This minimizes waiting time and reduces the frustration of being redirected multiple times, thus improving overall customer service.

Better Customer Experience

VoIP transfers the call to the most appropriate team member or subject matter expert, ensuring customers get correct information and answers right away. It provides callers with a smoother and more fulfilling experience.

More Scalability and Flexibility

VoIP facilitates the transfer of calls between various devices-whether desk phones, mobile phones, or computers-with its ability to easily move around and connect in any form of remote or hybrid working arrangement. This will ensure there are no lapses in communication anywhere.

Increased FCR

VoIP call transfers greatly enhance FCR by routing calls to the most available agent. First call resolution decreases repeat calls and increases customer satisfaction while saving operational costs.

Time and Cost Savings

VoIP call transfers minimize the need for callbacks, thus saving time and resources. First call resolution of customer concerns saves operational overheads while optimizing the workforce.

Enhanced Collaboration between Agents

Warm transfers allow the agents to speak with one another before the call is passed. It ensures that they can share the customer’s history, CRM data, and all other related information, making interactions smoother and facilitating better interdepartmental collaboration.

Customer Convenience

VoIP call transfers mean there is no re-dialing by the customers because they have contacted the wrong department. The ability to transfer calls to a proper destination ensures an effortless completion of the process.

Effective Call Queueing

VoIP with transferring capabilities ensures efficient management of call queues to avoid queuing for an unnecessarily long time. The customer has to repeat his or her issues least with warm transfer, therefore enhancing the quality of services.

VoIP call transferring is not a mere function; it’s a clever tool to enhance communication as a whole, thereby upgrading services and the way work is conducted and operated.

Best Practices and Common Challenges for VoIP Call Transfers

While VoIP call transfers provide many advantages, businesses usually face difficulties in implementing them effectively. Below, we explore common hurdles and share best practices to ensure smooth and efficient call transfers:

Best Call Transfer Practices

Implement Transfer Procedures

Establish clear guidelines on when and how to make a call transfer. This results in consistency in the way in which all agents receive calls, thus reducing any confusion or errors.

Use Warm Transfers When Necessary 

Warm (attended) transfers allow the agent to add context, and even prep the receiving agent before passing the call. This avoids having a customer repeat themselves and is very helpful to the customer in general.

Invest in Agent Training

Equip your team with the skills and knowledge to use the VoIP system effectively. Technical know-how, customer service etiquette, troubleshooting for common issues, and data security best practices should be included in training.

Implement Advanced Call Routing 

Leverage smart call routing features such as IVR (Interactive Voice Response) systems, skills-based routing, and call queues to avoid the use of manual transfers and to ensure calls are routed to the best-suited agent or department.

Monitor and Optimize Transfer Performance 

Analyze call transfer metrics on a regular basis- average hold time, transfer rates, customer feedback, and abandonment rates. Improve areas where necessary.

Ensure Strong Inter-Agent Communication 

Encourage agents to share notes, CRM updates, and relevant information during transfers. This facilitates seamless handovers and ensures customers don’t need to repeat their concerns.

Offer Self-Service Solutions

The unwanted transfer volume could be reduced through offering self-service options such as IVR systems, FAQs, or even chatbots for daily queries.

Provide adequate technological infrastructure 

Ensure there is internet, good VoIP equipment, and scheduled maintenance in order to limit the technological problems and seamless transfers during the calls.

Have Secure Solutions 

Protect the customer information in the course of transfer with secure solutions through encryption, access control among others.

Leverage Call Parking

Use call parking features to hold calls temporarily while finding the right recipient, reduce hold times and enhance customer satisfaction.

By dealing with these issues and implementing these best practices, businesses can make the process of call transfers an efficient and smooth part of their communication strategy, thereby ensuring customer satisfaction and operational efficiency.

Common Challenges With VoIP Call Transfer

Customer Irritation Due to Repeated Transfers 

Transferring the call to multiple agents or departments frustrates a caller, especially if the customer has to narrate their problem every time. This impacts the satisfaction score of the customer and increases customer churn. Furthermore, it impacts brand reputation.

Transfer Times Too Long

The long transfer times become irritating for customers, which will lead to dissatisfaction and eventual loss of customers.

Technical Issues

Dropped calls or delays in transfer will break the communication line as well as damage the associated trust with your business’ phone system.

Data Security Threats

In transfers, confidential customer information may leak out. There is an associated risk that vulnerable data will be exposed by such inadequate security measures.

Ineffective Proper Training 

Agents who are not trained on transfer protocols or VoIP systems may end up not effectively managing calls resulting in delays and errors and a frustrating experience for agents and customers alike.

Switch From Landline to Emitrr’s VoIP Phone System 

Leave behind the old landline and upgrade your communication level with Emitrr’s VoIP phone system. As designed for modern businesses, Emitrr offers unmatched quality in calls, advanced features, and a seamless experience-all at an affordable cost. Here’s why switching over to Emitrr is a game-changer for your business:

99.99% Uptime for Uninterrupted Connectivity

Say goodbye to call drops and service interruptions. Emitrr ensures near-perfect uptime, keeping your business connected with customers at all times.

Excellent Call Quality

Enjoy crystal-clear HD voice quality, making every conversation feel like it’s happening in person. To know more about VoIP, check out this YouTube video:

Advanced Call Management Features

Emitrr offers a comprehensive suite of tools to streamline your communication, including:

• IVR with Call Tree: Effortlessly route calls based on their inputs to the right team or department.
• Call Routing and Queue Groups: Automatically route calls to the best-suited agent to save precious time.
• Ring Everyone Feature: No calls go unanswered because all the available team members are ringing at the same time.

Multi-Device and Multi-Location Support

Emitrr allows users to answer calls on desk phones, mobile devices, and even across multiple locations if the team is hybrid or remote.

Seamless Integrations

Emittr’s let you connect easily to more than 1,000 apps, including Salesforce, HubSpot, and MailChimp, helping to automate workflows in various business fields, such as health, real estate, or home services.

Features for Maximum Efficiency

• Call Recording: Record calls to use for training, for regulatory compliance, or for ensuring quality.
• AI Enhancements: Features that are about to be released and promise to enhance customer experiences
• Missed Call Text: Sends automatic SMS messages that alert when no opportunity is lost

Affordable Pricing and Fantastic Support

Emitrr starts at just $30 per user/month (billed annually), making it an incredible value for businesses of all sizes. Plus, its exceptional customer service, rated 5/5 on Capterra, means help is always a call or click away.

Easy Onboarding and Intuitive Interface

The user-friendly dashboard and minimal training requirements make it easy to transition your team to Emitrr, reducing downtime and boosting productivity from day one.

Switch to Emitrr’s VoIP call transfer system today and transform the way your business communicates. Embrace flexibility, scalability, and efficiency with a platform built for the future of work.

Frequently Asked Questions

Conclusion

Call transfer is essential for effective communication, allowing businesses to connect the caller with the right team in an efficient manner. It increases customer satisfaction, improves first-call resolution rates, and enhances team collaboration. Modern VoIP solutions have made call transfers more flexible and accessible, ensuring top-notch service delivery.

It is among the best solutions when it comes to streamlining call management processes. Its features are robust, such as call routing, IVR, and even seamless integrations, together with excellent reliability and support for customers. Emitrr allows you to upgrade your communication game.

Book a quick demo here to see how Emitrr can help you achieve scalability with its VoIP call transfer solution. Switch to Emitrr’s VoIP phone system today and experience the future of call management!