What are attended call transfers?
Attended call transfers wait to terminate the call until it’s either picked up, rejected, or not answered by another agent. It simply transfers (bumps) a call from one agent to another. That means your agents don’t have to keep your customers waiting for an unnecessarily long time for a colleague.
Attended transfers take care of this in a much more polite manner than cold transfers, where you and the customer don’t know if the other person will pick up.
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 can 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 with several departments and hundreds of agents all have to transfer calls daily. 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
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.
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.
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.
Other beneficial call center features
IVR
Utilize robust 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 particular set of options your customers will 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 essential 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 incoming calls will be distributed to agents in random order. The priority assignment maximizes the availability of your agents and minimizes the idle-time.
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Frequently asked questions
What is the Attended call transfers feature in LiveAgent?
Attended call transfer is a feature in LiveAgent’s call center that allows your agents to connect customers to a different department if needed.
How do Attended call transfers work in LiveAgent?
The attended call transfer feature in LiveAgent is programmed to wait until the call is picked up or rejected by another agent before it is terminated. As a result, the customer does not need to wait an unnecessarily long time. Warm transfers are smoother, more productive, and overall preferred.
How can you benefit from using the Attended call transfers feature in LiveAgent?
The benefits of attended call transfers include increased customer satisfaction, customer loyalty, and improved agent workflow.
An attended transfer is a telecom term for a phone transfer that puts the caller on hold while a customer support rep communicates with the transfer recipient. The goal is to avoid forwarding the original caller to an unavailable customer support agent while keeping transfer waits at a minimum. This method results in lower abandonment rates, higher customer satisfaction levels, increased productivity, and lower average handle time. In LiveAgent, any agent can handle an attended transfer. The transferring agent selects a connection with another agent while keeping the caller suspended, and the new connection becomes active, placing the first on hold. This function enables more effective customer service and higher productivity.
A call center is an office that handles large volumes of inbound and outbound telephone calls, usually for customer support requests. The right call center software can improve customer satisfaction, sales, and efficiency. Features such as Automatic Call Distribution, call recording, call transfers, contact management, Interactive Voice Response, and reporting and analytics can enhance customer service. Traditional call centers have high operational costs, frequent absences, and conflicting business priorities, but call center software can solve these problems. Virtual call centers offer reduced operating costs, higher customer satisfaction, and a flexible working environment. A callback feature can improve customer satisfaction by valuing their time.
What is Call Center Technology?
Call center technology refers to the tools, both software and hardware, used by call centers for inbound and outbound calls. Cloud-based call centers, omnichannel support, and self-service tools are among the emerging trends in call center technology. Software solutions like LiveAgent offer features like SIP trunking and VoIP services to help businesses improve their communication with customers. The technology works through a private cloud, utilizing voice over internet protocol and intelligent customer routing. Essential components of call center technology include VoIP softphones, IVR, voicemail messages, pre-recorded responses, and call center queue management options.
Call center compliance involves following certain rules, such as call center security and PCI compliance. Personal data breaches and internal threats, such as temporary employees or internal hackers, pose significant risks to call centers. External threats are also on the rise. Improving call center security is essential to avoid damage to reputation, penalties, and staff retention. The PCI-DSS standard is important for improving payment data storage. Adhering to PCI compliance entails encrypting sensitive data, implementing access control measures and avoiding certain practices that can compromise security.
