Call transferring provides seamless call redirection to the appropriate person, team, department, or external numbers. With call transfers, DialLink supports customer interactions regardless of organizational structure.
When you want to transfer the call, Diallink routes it from the current agent to the designated recipient following the selected transfer type (cold or warm). Choose the appropriate method based on call urgency, customer expectations, and internal workflows.
Cold transfer
A cold transfer occurs when a call is forwarded to another recipient without prior communication between the original and the new recipient. The caller is directly transferred without introduction or context. Use cold transfers:
When a client needs to speak with a specific department (e.g., billing or support) without requiring additional information from the initial agent.
In busy call centers, to route calls without extra wait times.
However, the receiving agent may not have context, which could require the caller to repeat information.
Tip. Choose cold transfers for simple, high-volume, or standardized inquiries.
Warm transfer
A warm transfer involves the initial agent speaking with the receiving agent before completing the transfer. The new agent gathers the necessary context before speaking with the caller. Use warm transfers:
When handling sensitive issues that require personalized attention.
If the initial agent needs to confirm availability or discuss the case before transferring.
To avoid repetition and brief the next agent with client details.
This type takes slightly longer than a cold transfer but provides a better client experience and reduces frustration caused by repeating information.
Tip. Choose warm transfers for personalized service, escalations, or cases requiring prior discussion.
How can I transfer a call with DialLink?
For step-by-step instructions on transferring calls in Diallink, see How to transfer a call.