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Call transfer – How it can help you increase customer satisfaction

Call transfer is a must have feature for any modern business.

By simply pushing a button, call transfer allows you to transfer received calls to another local phone number or extension with ease. With an increasingly mobile workforce , it’s critical that your phone system offers the call transfer feature. No matter where you team members, employees or agents are located, you want to be able to transfer your customer to the appropriate person or department. Imagine that you have a customer on line ready to buy but you don’t have the ability to transfer them to an order taking line! What a disaster and you just lost a sale. The same applies if you customer has a support issue but she has dialed the sales line. You want to be able to use call transfer to get the customer to the support line and get their issue resolved in the shortest amount of time.

Just because you have the call transfer feature, don’t ignore proper phone etiquette. The way you transfer the call can also have an impact on your callers. Make sure to train your employees to explain why they are transferring the call to avoid customer frustration. Common reasons for call transfer are:

  • The customer has reached the wrong department.
  • Someone else has the necessary knowledge to handle the customer inquiry.
  • The person that initially answered the call does not have the authority to make a decision.

Make sure that you or your employees provide the caller with the direct phone number to the correct department in case you get disconnected. Another way to increase customer satisfaction is to wait for the correct person to answer the phone, then explain the customer inquiry. This will ensure that the customer does not have to repeat her request and it will give her the sense that you really value her time and business. Call transfer feature can be of great help when accompanied by proper customer centric training.

 

David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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