Transfers to a person

A good agent knows when to stop. Set clear rules for handing over.

Common rules

• The caller asks for a person. Honour it the first time.
• The caller is upset, in pain or worried.
• The question involves money, a complaint or anything the agent isn’t allowed to promise.
• The agent has failed to understand twice in a row.

Where transfers go

A transfer can ring a phone number or an extension on your SIP system. When nobody is available, have the agent take a message or book a callback instead.

Keep the context

Ask the agent to tell the caller what’s happening (“I’ll put you through to reception now”). The call’s summary is in the call log, so your team can pick up where the agent left off.