A Live Transfer Mini Guide


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What are live transfers?

Within the call center sphere, live transfers are exactly what they sound like. A live transfer is the process of transferring a customer on the phone, from one call center agent to a different agent in another department or location.

The process of live transfer is fairly simple, and follows four steps.

STEP 1: The call center receives incoming leads directly from clients to filter through.

STEP 2: After the leads are received, outbound calls are made. These leads usually come from customers who have expressed some sort of interest in a product or service (and have contacted the company through an online form, phone call, email etc.). It’s important to note that the people on the call floor are hired by the contact center, but are representing a client of the contact center and are making calls on their behalf. This is, unless, the business has an internal contact center within the company itself.

STEP 3: Once the representative handling the call establishes that the lead is “warm”, or fits enough of the clients requirements, the caller is placed briefly on hold. Meanwhile, the agent attempts to reach the specialized agent and make sure someone is available to take the call, and to give the other agent any pertinent information that may be helpful for ensuring a better transfer.

STEP 4: The call is then transferred to the client’s agent, and the agent from the call center disconnects from the line.

Boost Your Sales: How to Choose a Live Transfer Provider

A live transfer service provider can be a valuable extension to your sales team, and ultimately assist in making more successful sales. You might be wondering: How am I supposed to find a good provider that is a good fit for my business?

Here are some guidelines for what to look for when you are searching for a live transfer provider:

Your live transfer provider will be on the front lines, and the first point of contact for your potential customers. It is therefore important to look for a provider that has happy and well-trained staff. The agents should have consistency and proper tone when speaking with and assisting customers, and understand and anticipate objections.

A well set up contact center should be able to provide a seamless transfer between their agents and your sales team, to make calls as easy as possible for customers. Having the right kinds of technology can help make sure that the whole process (from receiving leads, to taking or making calls, and transferring) all goes smoothly.

Successful follow-ups have a major impact on your sales, ROI, and bottom line. Sales statistics show that more than eighty percent of sales are made on the fifth to twelfth contact! Sadly, almost half of sales people don’t bother to follow up with a prospect, and lose a large number of sales this way. Having a provider that can complete multiple follow ups quickly, saves time and increases your chances of actually making the sale.

The higher the quality of customer service that your provider is able to offer, the happier your customers will be with the interactions that they have with them. Are the staff happy? Do they have high levels of phone etiquette? Do they show empathy during the right times?

Ideally, you’ll want to find a contact center that offers flexible pricing models, so you can pick the most cost effective model that works for your needs. Many offer options based on how many agents you need, or by how many successful transfers are actually made.

Clarissa Willis
I am the Marketing Specialist for Anomaly Squared in Greensboro, NC. Anomaly Squared is an inbound and outbound customer contact center that provides lead qualification, live transfers, screening services and customer service outsourcing to its clients. For more of our thoughts in the contact center innovation space, please visit our blog "Squared Thinking": http://www.anomalysquared.com/blog


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