When a customer calls your company, they might not be contacting the right department (sales instead of after-sales service, for example). Or, their request might be very complex and require the input of a more experienced employee.
With call transfers, the caller can be redirected to the right department or person. To use this feature, your teams in charge of customer relations (sales, after-sales service, etc.) must use a CTI (computer telephony integration) system. This type of solution, like Aircall’s CTI, integrates your phone system with your computer system. No need for physical phones: your teammates can manage calls from a computer interface synchronized with more features and complementary software (CRM, customer databases, transfers, etc.).
During a conversation with a caller, your agents can click on the “Transfer” icon in their telephone app. Then they can choose if they want to transfer the call to a specific teammate, to another department or even to an external number. Their colleagues’ availability is indicated by a green dot on their file. They can proceed in one of two ways: by clicking on “Transfer now” and performing a cold transfer, or by clicking on “Talk first” and performing a warm transfer.