You can use a cold transfer for callers who must be connected to a different agent or department but don’t require prior introduction. For instance:
If an agent in the sales support team receives a call regarding a billing issue, they can cold-transfer the call to the billing department – any agent from the billing department can assist the caller.
You can also use a cold transfer during surges when every agent works hard to service all calls by a specific deadline. In such situations, a cold transfer is the best way to ensure that you have attended to every caller.
Call transfers are ideal when the caller has a simple question any available agent can answer, such as whether you accept debit cards as a payment method.