A transferred call is a phone call that an agent moves from their line to another agent, team, or department within the contact center. Call transfers happen when the original agent cannot fully assist the customer—often because the issue requires specialized knowledge, a different language, or higher-level support. In a contact center environment, transferring calls helps ensure customers speak with the right person to resolve their issue effectively. Transferring calls can lead to faster resolutions and better customer satisfaction. However, poorly managed transfers can cause delays, confusion, or frustration if customers have to repeat information.

Types of Transferred Calls

  • Warm Transfer: The agent speaks with the receiving agent before the transfer to share context. This creates a smoother experience for the customer.
  • Cold Transfer: The agent transfers the call directly without speaking to the next agent. The customer may need to repeat their issue.
  • Blind Transfer: This is similar to a cold transfer, but the agent calls without confirming whether the next party is available.
  • Consult Transfer: The agent places the customer on hold, consults with the next agent, and then either returns to the call or completes the transfer.

How Transferred Calls Work in Contact Centers?

The agent identifies that the customer’s request requires another team or skill. Using the contact center software, the agent selects the appropriate transfer method. The system routes the call to the next available or assigned agent. The receiving agent continues the conversation with the customer. Contact centers use intelligent call routing systems to quickly ensure transferred calls reach the right person.

Benefits of Transferred Calls

  • Improved First Contact Resolution: Transfers help ensure the customer reaches someone who can resolve their issue.
  • Efficient Use of Agent Skills: Agents focus on cases that match their training and expertise.
  • Better Customer Experience: Transfers reduce wait time and improve satisfaction when handled well.
  • Stronger Team Collaboration: Transfers encourage communication and teamwork across departments.
  • Support for Complex Inquiries: Enables multi-step service handling without dropping the call.