Delivery etiquette: 8 dos and cons (2023)

Imagine the following scenario: A customer calls your company to solve a problem that prevents them from using your product (which they paid for). After listening to the auto attendant menu to ensure you selected the correct prompts, please wait a few minutes to speak to the next available operator.

When an agent answers the call, the customer provides their name, account information, and a detailed explanation of the problem they are encountering. The rep tells her he can't help her but will refer her to someone else who can. Then the customer is suddenly put on hold and has to explain everything again to a new employee.

You can certainly understand why the customer is irritated: from the hassle of getting someone on the other end of the line, to being put on hold, to being asked to explain everything again to another employee. Scenarios like this underscore the importance of mastering call transfer etiquette.

The two call transfer methods

The process of transferring a call needs no explanation as it is standard business calling practice. You may also have heard the terms "cold transfer" and "hot transfer" to differentiate the two.Types of Call Forwarding.

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Suppose an employee of your company makes a phone call:

  • Acold transmission(aka blind transfer) occurs when the team member transfers the call to another colleague without speaking to the colleague first. This option is used when an introduction or explanation of the caller's problem is not required.
  • Ahot transfer(also known as Assisted Transfer) occurs when the team member puts the caller on hold, talks to their colleague to provide relevant information about the caller or the caller's question/problem, and then returns to the caller to resolve the caller's issue to inform the caller. lo that it is transferred to the employee. This option is used when the agent needs to transfer the caller to a more experienced support agent who is better able to resolve the caller's issue.

OnSIP Pro Tip:Not OnSIPinternet applicationjdesktop application, you can perform cold drag-and-drop transfers on your computer or laptop monitor. Simply click on the call transfer icon in the application area, drag it onto a colleague in your contact list and release the mouse button - the call is immediately transferred to that person.

Delivery etiquette: 8 dos and cons (1)

Call Transfer Etiquette: 8 Steps to a Smooth Conversation

Now that we've compared and contrasted the types of call forwarding, let's move on to the do's and don'ts of call forwarding etiquette.

#1: Train your employees on how to use the phone system

First, every time you make a new hire or transition your business to a new phone system,train your employeeshow to do the basics! This includes features likeRecord voicemail greeting, access and delete voicemail messages, park a call, and transfer a call.

Your team needs to perform these business calling functions on a daily basis. Teaching them how to perform these actions will ensure they don't get distracted from work tasks because they don't know how to access their voicemail.

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Or even worse... back to the introductory scenario: imagine the first employee told the customer he would be moving them, but accidentally hung up.😱

#2: Request a callback number

If you need to transfer the call to a colleague, ask the caller for a good phone number to reach you at. This way, if your connection is lost during the transfer, your colleague can immediately call you back to continue the conversation.

Although at least this is never a good situationOfThey do the work to bring it back into line.

#3: Tell the caller you'll be on hold for a moment (before transferring the call)

Let the caller know they will be put on hold while you talk to your colleague about their concerns. Remember the call route she already took: she had to navigate through your company's self-service menu and wait on hold for many minutes before she could speak to you. Let him know what you're doing so he knows you're respecting his time and doing your best to solve his problem.

OnSIP Pro Tip:consider thewait musichear callers while they are on hold. You can choose to play soft jazz or soft instrumental music to reset the mood of the conversation.

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Delivery etiquette: 8 dos and cons (2)

#4: Give your colleague basic information about the caller and the question at hand

Although you can perform a cold transfer, it is always better to perform a warm transfer as it is the most orderly process from the caller's perspective.

Since your colleague is on the line, pass on the appropriate information. Tell them the caller's name and callback number, account ID number, relevant support ticket or case number, and a brief summary of what was discussed. That way, you'll catch up with your colleague so they can pick up the conversation right where you left off.

#5: Let the caller know when they're being transferred

After speaking to your colleague, go back to the caller and inform them that you are being transferred. At this point, tell him your colleague's name so he knows who will be on the other end of the line.

#6: Don't transfer the call to a colleague who can't take the call

In a situation where you need to help a customer who is having an issue with your product, there's nothing worse than telling her that she'll be directed to Joe Smith "who can better help you," and then to her to send the voicemail... from joe. As far as your customer knows, you lied to get them to hang up. It is not good.

While the caller is on hold (Step 3), find a colleague who is available to take the call and verbally confirm that they can take the call now. You're on your way to providing your callers with a better customer service experience.

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OnSIP Pro Tip:In the OnSIP web application anddesktop application, you know which of your colleagues are on the phone and which are available for a call. Simple colored icons (red for an incoming call and green for available) next to your colleagues' names show their availability at a glance.

Delivery etiquette: 8 dos and cons (3)

#7: Thank the caller for putting them on hold before transferring the call

When the colleague answers the call and begins speaking to the caller, thank them for waiting on hold before transferring the call. It's a polite gesture considering the time and effort you've already put into contacting your company.

#8: Don't let the caller repeat basic information again

Armed with relevant information about the caller and their problem (provided in Step 4), the agent can begin troubleshooting by offering other, more advanced solutions to try. Do not ask the caller to provide the support ticket or case number again. She already went through this with the first rep who responded and now it's just an annoying waste of time. By addressing the primary reason for the call right away, you let the caller know they know their time is valuable and you don't want to waste it.

Understand the other party during the call transfer

Etiquette when transferring a call is not difficult to follow. Most importantly, remember to show empathy. Remember that the caller is dealing with an unexpected problem that is taking up valuable time in your workday. Be polite, be proactive, ask about the project and tell them the process, and you'll end the call with a happy customer on the other end of the line.


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