Call Transfer

Send Callers to the Right Department with Call Transfer

As a small business expands, it will likely branch out into different departments that are designed to handle different aspects of operations. When telephone calls come in, directing them to the correct employee with call transfer can save both the callers and the employees handling the calls a great deal of frustration. 

About Call Transfer

If, by chance, a caller reaches the incorrect department to handle a request, a company should provide an effortless way to connect the caller to the correct department without asking them to call back or dial a second telephone number. The best way to do this is with call transfer; by pressing a few buttons, an employee can connect the caller to the best department to handle their issue in mere seconds. Callers are not required to call back, dial other numbers or wait on hold while the correct employee comes to the desk; instead, calls can be sent directly to another extension within the company quickly and efficiently. 

Efficient Call Management

Customers will call businesses for many different reasons; they may wish to purchase a product, they might have questions about a product or service, or they may even have a complaint that needs to be addressed by a member of management. When a customer service agent or general operator receives one of these calls, it is very frustrating to the customer if they are asked to dial a separate number to reach their intended department. With call transfer, customers can simply wait on hold very briefly while they are being connected to the correct department or individual. Transferring a call takes just a few seconds and is a great alternative to asking callers to dial alternate telephone numbers. 

Escalating Calls

When a client or customer is upset for any reason, it is very important for employees to handle that call with a great deal of care. After all, maintaining a good reputation has much to do with pleasing dissatisfied customers. When a customer needs to speak with a member of management in order to get their issues resolved, or if they specifically request to speak with a supervisor, businesses should undoubtedly have a way to connect these callers seamlessly and quickly. Asking an upset caller to dial a different number for a supervisor can be detrimental to the business; using call transfer to connect the caller instead is easy, fast and less frustrating for everyone involved. 

Sales and Billing

In an effort to provide customers with the highest levels of expertise available, businesses will often separate their sales departments from their customer service teams. This way, the sales agents can focus on presenting products and services to the customers more efficiently, leading to more sales and increased revenue. When a caller speaking with a customer service agent decides to make a purchase, asking them to dial a separate number to reach a sales agent can cause them to become put off. Instead, if the customer service agent can politely connect the caller to the sales team using call transfer, there is a greater likelihood that the customer will go through with the purchase. 

Virtual telephone systems are very important to the success of businesses everywhere as they can handle a greater volume of telephone calls much more efficiently and less expensively than a receptionist. Features like call transfer can turn otherwise frustrating situations into enjoyable ones, that can be handled with care and ease.

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