What is a warm transfer?

A warm transfer is a type of call transfer process in which a live agent or representative speaks with the caller before transferring them to another agent or department. This allows the first agent to explain the reason for the transfer and provide relevant information to the second agent to ensure a seamless transition for the caller.

Warm transfers are often used in customer service and sales environments to provide a more personalized and efficient experience for callers. By speaking with the caller before transferring them, the first agent can gather important details about the caller's issue or query, which can help the second agent quickly address the caller's needs.

Overall, warm transfers can help improve customer satisfaction, reduce call handling time, and ensure that callers receive the assistance they need in a timely manner.