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Attended call transfers

Delight your customers with 5-star service thanks to LiveAgent’s attended call transfers. Ensure each customer is connected to the department/agent they need before hanging up. After all, that’s what excellent customer service is about, right?

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Definition of call transfers

What are attended call transfers?

Call transfers are a rather popular feature of call center software for many telecommunication and enterprises.  It simply transfers (bumps) a call from one agent to another.

Once a customer calls and is about to be transferred by an agent, the call is put on hold. In the meantime, another call is initiated to make sure the end destination is able to answer. If the call is not picked up, it is returned to the original agent.

Who benefits from attended call transfers?

Transnational corporations, large enterprises, and multi-national businesses that have several departments and hundreds of agents all have to transfer calls on a daily basis. Many calls might end up in the wrong department or be handled by the wrong agent. This is where the attended call transfers come into play.

Benefits of attended call transfers

4 benefits of attended call transfers

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Contact with impatient customers

Impatient customers looking for instant answers can now be served in a matter of seconds even when they call the wrong department or agent.

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Agents have time to prepare

While the incoming call is being transferred to another agent, the customer can get additional information from the agent who picked up the call first.

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Seamless issue resolution

Give your clients the best experience possible by providing them with seamless customer support via attended call transferrs.

Increased customer satisfaction and loyalty

Increase customer happiness

Happy customers are one of the most precious assets any company can have. Improving their happiness with a personalized approach like attended call transfers is worth the effort.

Empower your workflow with IVR

Utilize powerful Interactive Voice Response (IVR) technology to direct your callers to a specific department or agent. Create unique IVR trees, which can be ready in a matter of minutes. By defining the specific set f options your customers will be able to choose from, uploading a  welcome message or a short snippet of music, you’ll be able to provide a much more personalized customer approach.

Intelligent call routing

An important part of call center software is call routing, also known as Automatic Call Distribution (ACD), which is a feature that automatically distributes calls to the agents based on the pre-selected requirements. LiveAgent supports call routing based on random assignment or priority assignment. By deploying the random assignment, all of the incoming calls will be distributed to agents in a random order. The priority assignment maximizes the availability of your agents and minimizes the idle-time.

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Route calls to personal devices

Agents also have the option to route incoming calls to a personal device, such as a mobile phone. This allows agents to keep providing customer support on the go, or on the device of their choice.

Fully packed call center software ​

Call center software does not have to cost hundreds of bucks. Attended transfers, IVR, unlimited call recordings or call routing are all part of LiveAgent’s cloud-based call center. Discover all of the integrated features and get ready to talk to your customers via voice.

Reasons why companies made the switch to LiveAgent

  • “It’s so rich in functions and beat my 5-year zendesk subscription. So I switched. Very good value for me as small business owner.” Albert

  • I first tried out Zendesk but after hours of configuration and understanding the price model i realized that it was not for me. Instead I started using LiveAgent and must say I’m so far very satisfied. The system got exactly the right amount of configuration that I want and I have not yet found something that is not possible to do. The support itself is great and usually answer your questions in a couple of minutes.” Erik

  • “We moved to LiveAgent from ZenDesk… and wouldn’t go back… It’s amazingly affordable pricing and always helpful support team who are their to help us 24×7. Secondly, the advanced level of automation which has literally replaced our need for Zapier as there’s good amount of integrations. Plus they also give so many alias emails to connect that too very easily.” Aaron

  • “We and our clients were constantly having trouble with ZenDesk, but after looking at different options, we chose LiveAgent based on user reviews and its price.” Adam

  • “I used ZenDesk for years and I was tired of these “ticket-style” emails and that I can’t attach files to my emails, only send links. What I like in LiveAgent: it sends emails (not tickets), I can attach files, organize the flow of emails easier than in ZenDesk, can chat and manage emails from the same window. Also, LiveAgent supports spreadsheets in its emails and has a great support team.” Vlad

  • “We switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks – all in one service and all these modules are well thought out and competently interact with each other. I liked that the service works stably even on mobile platforms (after ZenDesk this is a huge plus for us).” Olga

  • “Tried various solutions including Zendesk, Freshdesk and more. Then found LiveAgent. Great tool, good value for money, ease to use, great support and help to implement. And now, after several years of use, it is still the best choice for support tool that we could have done.” Michal

  • “I have used many other help desk system before such as LiveZilla, Zopim, Zendesk, Freshdesk, Desk.com, and etc. LiveAgent has beaten them in every way due to its pricing, features, customer support, and mobile features.” Harrison

The best value for your money

Stay in touch with your customers via voice support by deploying call transfers, unlimited voice recording and your own IVR tree.

Package Name

All-Inclusive

For large businesses and enterprise companies

$39 /mo

You Will Be in Good Hands!​

Do you know what Huawei, BMW, Yamaha and O2 have in common? You guessed right… LiveAgent!

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