The feeling of being passed from one call center agent to the next is one that has led many consumers to dread calling a contact center in the first place. Feeling like it takes forever to reach someone or that your time isn’t valued can make it an altogether unpleasant experience. What’s more, it doesn’t give a caller much confidence in the qualifications of a facility when you have to repeat the same information to every person you are repeatedly transferred to.
These are several of the most important reasons that so many centers today heavily rely on warm transfers. Read on to learn more about what this technique entails - and how to warm up your own transfer techniques.