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What is attended transfer?

In telecommunication, 'attended transfer' is crucial for businesses that want to refine their customer service. It involves the purposeful passing of a call from one agent to another.

This isn't just a simple transfer. The process follows certain rules and manners that can deeply affect the customer experience. Knowing the details of an attended transfer can enhance operational efficiency. It also helps to build strong customer relationships.

This complex call handover isn't just about changing voices; it's a strategic move that can shape a customer's view of a company.

I. Definition of Attended Transfer

In telecom, attended transfer means one agent passing a call to another on purpose. This allows for better, quicker help for the customer. It's key that customers get the right help fast.

Attended transfers are important. They make service handovers smooth and keep customer care high.

II. Process of Attended Transfers

What can improve the call transfer process between agents to ensure a flawless customer experience? To ensure a good transition and positive interaction with the caller, think about the following:

  • Give straightforward instructions to the caller.
  • Check the caller's details before moving the call.
  • Let the next agent know what the caller needs.
  • Remain on the line until the transition ends.
  • Give thanks to the caller for their patience and understanding.

III. Benefits and Applications of Attended Transfers

Using attended transfers in customer service helps keep talks with clients smooth. It makes clients happy because they get steady, personal service each time they speak to the company.

Benefits Customer Happiness
Smooth Talks Personal Care
Better Work Steady Help
Better Talks Good Experience
Shorter Waits Good Problem Fixing
More Agent Teamwork Stronger Brand Love

FAQs About What Is an Attended Transfer?

An attended transfer is a type of call transfer in which the caller is connected to a new recipient while the original caller remains on the line. This type of transfer allows the caller to explain the situation to the new recipient before the call is transferred. This type of transfer is often used in customer service scenarios to ensure the caller’s needs are met.
An attended transfer is a type of call transfer that allows you to speak with the person you are transferring the call to before the call is connected. To perform an attended transfer, first put the caller on hold. Then, dial the number of the person you are transferring the call to. Once they answer, explain the situation and ask if they are able to take the call. If they agree, press the transfer button on your phone to complete the transfer.
Attended transfers are a great way to ensure that customers are connected to the right person or department. Benefits of an attended transfer include: 1. Improved customer service: Attended transfers allow customers to be connected to the right person or department quickly and efficiently, reducing wait times and improving customer satisfaction. 2. Increased efficiency: Attended transfers help to streamline the customer service process, allowing customer service representatives to focus on more complex tasks. 3. Reduced costs: Attended transfers can help to reduce costs associated with customer service, such as time spent on hold and the cost of hiring additional customer service representatives.
Attended transfers are a common method of transferring a call from one person to another. However, there are some risks associated with this type of transfer. These risks include: 1. Miscommunication: The person transferring the call may not accurately convey the message or context of the call to the recipient, leading to confusion or misunderstanding. 2. Loss of Control: The person transferring the call may not be able to control the conversation or the outcome of the call, as the recipient may take the conversation in a different direction. 3. Unprofessionalism: The person transferring the call may not be able to properly introduce the caller to the recipient, leading to an unprofessional impression. 4. Security: The person transferring the call may not be able to properly verify the identity of the caller, leading to a potential security risk.
Attended transfers are a common practice in customer service and involve transferring a customer from one representative to another. To ensure a successful transfer, the following best practices should be followed: 1. Explain the transfer: Before transferring the customer, explain why the transfer is necessary and who the customer will be speaking with. 2. Get permission: Ask the customer if they are comfortable with the transfer and if they would like to proceed. 3. Introduce the customer: Introduce the customer to the new representative and provide any relevant information that will help the new representative better serve the customer. 4. Stay on the line: Remain on the line until the customer is comfortable with the new representative and the transfer is complete. 5. Follow up: After the transfer is complete, follow up with the customer to ensure their needs were met.

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