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Squared Thinking

What are Live Transfers and How Do They Work?

Posted by John Capes on Mar 08, 2017

Should you be trying live transfer leads?

WHAT ARE LIVE TRANSFERS?

In call center terms, a live transfer is what it sounds like. It's the process of transferring a customer from a call center agent to another specialized agent. 

THE PROCESS

STEP 1: Leads come directly from clients to the call center to filter through.

STEP 2: Outbound calls are made to the leads received by the client. These are generally customers who have expressed some interest (either in writing or online) in one of the services or products of clients that the call center represents. 

STEP 3: Once the call center representative handling the call establishes that the customer is a "warm" or interested enough lead to be transferred on to the client, they are placed briefly on hold. Meanwhile, the call center agent attempts to reach the client's specialized agent to ensure there is someone immediately available, and to provide a more pleasant and efficient customer experience for both parties.

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

HOW A LIVE TRANSFER SHOULD IDEALLY SOUND

HOW THEY HELP CLIENTS

Live transfer leads save the client valuable time. It leaves the grunt work to the call center handling their leads, to sift through potential customers who are just interested versus those who are ready to buy. Only the customers who are in the last stage of their decision process are handed off to clients, so they only have to focus on the most important part - the sale. 

Call Center Outsourcing Flowchart to help you make a decision

Topics: Live Transfers, lead qualification, live transfer leads

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