What is a Hot Transfer?
A hot transfer, also known as a warm transfer, is when a call center agent speaks with the next agent or department before transferring a customer call. This allows the first agent to brief the second and provide context.
Why Hot Transfers Are Important
– Improves customer experience by avoiding repetition
– Ensures smoother transitions and reduced call times
– Boosts first-call resolution by transferring to the right expert
Types of Call Transfers
Hot Transfer
Agent briefs the receiving agent before the call transfer.
Cold Transfer
Call is transferred without prior communication or context.
Consult Transfer
The agent stays on the line briefly to ensure the handoff is smooth.
Best Practices for Hot Transfers
– Provide brief but clear summaries before the transfer
– Use CRM notes to supplement voice briefings
– Confirm the receiving agent is ready before initiating the handoff
Related Topics for Further Reading
– Cold Transfer
– Call Routing
– ACD Systems
– Agent Training
– CRM Integration
