VoIP call transfer lets users switch active Voice over Internet Protocol (VoIP) calls from one user to another without disconnecting the caller. Call transfers enhance customer support, bolster team communications, and redirect users to the right agent at the right time.
VoIP call transfers maintain a frictionless flow of information, boosting customer satisfaction and employee engagement. Read on to learn about the different types of call transfers, the benefits of leveraging call transfers in existing workflows, and more.
What Is a Call Transfer in VoIP?
A VoIP call transfer is a business phone system feature that transfers active calls from one user to another, connecting customers to the best available agent and reducing lengthy hold times. Call transfers do not require users to hang up or redial. Almost 70% of customers become irritated when their calls are forwarded from one department to another.[*] Call transfers eliminate this pain point, shortening average handle time in the process.
There are two main types of VoIP call transfers: cold (blind) and warm (attended). We’ll discuss the differences between cold and warm transfers later in this post. Call transfers are not the same as call forwarding, which automatically forwards callers to preset numbers without going through an active user.
How Does VoIP Call Transfer Work?
The VoIP call transfer process works by putting the active call on hold, transferring the caller to the ideal agent, then disconnecting the call. We break down the 6-step process in further detail below.
Step 1: Beginning the Transfer
A support agent receives an inbound call from a customer, who has a question about their account value. To ensure the customer receives assistance from a qualified team member, the agent transfers the call to a representative from the accounting department. To initiate the call transfer, the first agent presses the transfer key (transfer button) on their VoIP-enabled device. This sends a signal to the Session Initiation Protocol (SIP) or virtual Public Branch Exchange (PBX) managing the existing call.
Step 2: Putting the Original Caller on Hold
The customer is put on hold while the SIP receives a command to alter the call’s state. The initial agent’s stream is temporarily suspended.
Step 3: Establishing a Transfer to the Right Party
The initial agent places a call to the accounting department representative by dialing their phone number or extension, or by clicking their name in the softphone interface. The SIP sends an invitation for the accounting agent to accept the call.
Step 4: Confirmation (Applies to Warm/Attended Transfers Only)
Both agents have the opportunity to share relevant information and confirm availability. During this exchange, the customer remains on hold.
Step 5: Finalizing the Call Transfer
This step varies by the type of call transfer. For cold or blind transfers, the initial agent immediately connects the customer to the best agent. For warm or attended transfers, the agent completes the transfer after speaking to the representative who initially answered the call.
Step 6: Redirecting Signals and Disconnecting Original Users
The SIP server or virtual PBX redirects the customer to the best available agent by updating the call state so it can establish an information stream. Real-time transport protocol streams (RTP) are set so that the initial agent is finally let off the call and free to handle any incoming requests.
Types of Call Transfer in VoIP
The two main types of VoIP call transfers are cold (blind) and warm (attended) transfers. If no agents are available, calls may be transferred to voicemail boxes.
Used in tandem, the different call transfer types streamline call flow management and improve customer satisfaction. Below, we further explore different call transfer types.
Cold or Blind Transfers
A cold transfer is when a call is instantly transferred from one agent to another, without any collaboration between agents beforehand.
Cold transfers are commonly used for situations where your team doesn’t need to consult each other, like sending a customer to a helpdesk or the right department. Avoid call transfers if the party receiving the transfer needs additional context, otherwise they may appear unprepared.
Warm or Attended Transfers
A warm call transfer is when the initial agent who answered the call speaks to the agent receiving the transferred call before connecting them to the customers, sharing essential call details like their specific support request or customer account number.
Warm transfers are best suited when the receiving party requires context or additional time before taking on the transferred party. It will take longer than a cold transfer and require the initial user to stay on the line until the process is complete. Still, it allows agents to discuss the customer’s needs and confirm availability before completing the transfer. The receiving party can be briefed to best accommodate the party on hold when finally connected together. Agents may need this time to look something up in the CRM system, review helpdesk data, or pull up a relevant call script.
Voicemail Transfer
If no agents are available to assist a customer, incoming calls can be transferred to voicemail. You may also give the caller the option to schedule an automated callback.
Additional Call Management Features
VoIP phone call management does not stop at just call transfers. Other popular business phone system features and use cases include:
- Call Forwarding: If an agent doesn’t answer an inbound call at the first number dialed, call forwarding automatically sends the caller to additional numbers like the agent’s cell phone, home phone, or the number for another agent in the same department.
- Call Queuing: Direct your inbound callers towards a virtual line or “queue” based on existing criteria. You can also place them on hold to ensure the ideal agent to assist them is available.
- Call Routing: Automatically directs inbound callers to the best available agent or call queue based on custom rules, current call center conditions, or the caller’s IVR input.
- Call Parking: An alternative to call holding, call parking lets agents place their active calls in a shared virtual “parking lot.” Any available agent can accept the call.
- Call Flip: Lets users switch live customer calls between devices without disconnecting the call (for example, from a desk phone to a mobile phone)
Benefits of Call Transfers in VoIP
Call transfers streamline and improve overall call center operations and the customer experience. Below are just some of the many benefits of VoIP call transfers.
Increase Your Scalability and Flexibility
A robust VoIP solution empowers agents to transfer calls across various locations and devices. Desk phones, smartphones, and other equipment can take any call at any time. Remote and hybrid work models are accommodated as calls are seamlessly managed worldwide.
Streamline Your Existing Call Management
19% of customers who contact your call center are redirected to multiple agents–a major source of customer frustration.[*]
Developing clear, established processes for call management increases customer satisfaction, uses all available agents, and shortens average handle times.
Improve First Call Resolution Rates
The average call center’s first call resolution rate is estimated to be 70-79%, meaning as many as 21% of customers have to make another call to get their needs addressed.[*] A low first-call resolution rate hurts and increases call center operating costs. VoIP call transfers maintain a high FCR rate by connecting customers to the best available agent.
Better Team Member Collaboration
Internal communication is key to a strong workforce. In the event your business uses “warm” or attended transfers, your team members will communicate with each other before transferring their calls. Agents can exchange customer conversation history, CRM data, and discuss specific issues the customer needs assistance with.
Warm call transfers also give agents time to look up relevant knowledge base information or call scripts. This leads to smoother interactions between your staff and your customers, as well as better interdepartmental collaboration.
Streamline Communications With VoIP Call Transfer
VoIP call transfer is a powerful tool that enables your staff to best service customer needs across different departments and devices. Effective transfers improve the call management process, increase FCR, and lower average handle times. It is an essential small business VoIP feature, alongside caller ID, call recording, call parking, and auto attendants.
Our overview of the best call center software offers further insight into VoIP phone system providers with a built-in call transfer feature plus advanced capabilities like IVR, third-party integrations, outbound dialers, and more.
FAQs
Below, we've answered top call transfer FAQs.
