Warm transfers are one of the top reasons business owners prefer Conversational for call answering and virtual reception services. Have you ever heard the term ‘warm transfer?’ While it may sound like something to do with a bakery (visualizing a baker transferring warm turnovers from the oven), warm transfers are an action performed by receptionists and some call answering teams.
What is a warm transfer?
A warm transfer refers to the transfer that occurs when a receptionist answers the phone, finds out who is calling and what their purpose is, then relays that information to the call recipient to ensure they are ready to take the call before patching the caller over.
Instead of immediately transferring a caller to the recipient without screening the call (cold transfer), both the recipient and caller feel better prepared for the conversation and the purpose is made clear before the two parties even say “hello.”
Callers hate cold transfers
Studies have shown that callers don’t like being transferred when on the phone with a company – one study author equated repeated transfers on the line with a business can feel like being tossed around like a rag doll for the caller. After explaining what may be a complicated issue to one employee, they’re transferred to another and forced to relay those details a second, third, or even fourth time.
That depiction isn’t that far off. Callers can feel frustrated and disappointed when they are transferred more than once on any call – “Just get me to the right person or direct me to the voicemail!” Hiring a team of virtual receptionists is one way to take advantage of the customer-pleasing power of the warm transfer.
Virtual receptionists perform warm transfers to screen your calls
If you don’t want to send your callers to voicemail and can’t get to every call, have a team of virtual receptionists handle it for you. They’ll screen your calls by finding out who is calling and for what purpose, then deliver that information to you for your consideration.
If you’d like to take the call, they’ll patch the caller over. If you feel you don’t want to take the call right then, you can have your virtual receptionist take a detailed message from the caller or direct them to your voicemail.
How does a warm transfer help my business?
By utilizing a warm transfer instead of a cold transfer, you’re sending an important message to your callers: The person you’re calling values his or her time, takes care of business, and works with a friendly, knowledgeable receptionist. Warm transfers seem to be more “fitting” than cold transfers for small businesses because of the personal touch they provide.
Your callers will never have to know that your ‘receptionist’ is really a remote team of experienced virtual receptionists – they’re free to assume your receptionist works right from your office. What better message could a business owner send to a potential or existing customer?
Top-level virtual receptionist providers like Conversational are capable of providing small businesses with attentive, friendly receptionists that answer and warmly transfer your calls to clear your schedule a bit and improve your customer service.