Transfer Ext. via Phone
A transfer extension refers to a designated number or code that company customer support executives can use to transfer their incoming customer calls directly to a specific department, team, or individual within the organization.
- Member Extension : Dial Hold extension and then dial desired member extension ( i.e 9123456)
- CallGroup Extension: Dial the Hold extension and then dial desired callgroup extension ( i.e 923333)
- Transfer to a particular Mobile: Dial Hold extension and then dial desired mobile number ( i.e 9228999xxxx)
Note: If Hold music is custom music, then you need to dial 97 instead of *9 for standard hold music.
You will find the member and callgroup extension under "Members" and "CallGroup" page in "User Management" tab.
Here's a step-by-step breakdown of how a transfer extension typically works in a call center:
- Caller contacts the call center: The caller dials the main contact number of the call center to seek assistance, inquire about a product or service, or address a specific issue.
- Initial contact with a representative: The call is initially answered by a customer service representative or agent who tries to understand the caller's query or concern.
- Determining the need for transfer: Based on the nature of the caller's request or issue, the representative may decide to transfer the call to another department or individual who is better equipped to address the specific needs of the caller. Reasons for transfer could include technical support, billing inquiries, sales inquiries, or escalation to a supervisor.
- Transfer process: To transfer the call, the representative can use a transfer extension. This typically involves the representative asking the caller to hold on briefly while they initiate the transfer process.
- Dialing the transfer extension: The representative dials the appropriate transfer extension, which is associated with the desired department or individual within the organization. This extension can be a specific number or a code that the representative enters on their phone or by clicking on transfer the Callerdesk cloud call center software.
- Call transfer: Once the transfer extension is dialed, the call is connected to the designated department or individual. The caller is then connected to the appropriate party, who can better address their specific needs, when the initial representative disconnects the call.
- Continuing the conversation: The caller can now speak directly with the new department or individual to discuss their query, receive assistance, or get their questions answered.
By using transfer extensions, company who is using this solution can streamline the process of connecting callers with the right people or departments, improving efficiency and customer experience by reducing the need for multiple call transfers or repetitive information sharing.
