Conversational’s virtual receptionists perform warm transfers instead of blind transfers for clients on the phone. A blind transfer offers no information to the client about the person who is calling before they answer the phone – a real problem for companies and individuals who receive a lot of telemarketer or sales calls.
Enhanced call screening ability is one the main reasons business owners and professionals prefer warm transfers. Warm transfers are more appropriate for professionals than blind transfers because they allow the recipient to be better prepared for caller questions or information requests and allow busy professionals the chance to reject the call and have a live person take a message rather than relying on voicemail.
What are warm and blind transfers?
Warm transfers occur when a virtual receptionist answers the phone, asks for the caller’s identity and call purpose, then relays that information to the call recipient. This way, the recipient has a chance to decide whether or not to take the call before being patched over.
Blind transfers occur when a receptionist receives a call and transfers the call to the recipient without briefing them on the caller’s identity and purpose for calling. After transferring, the recipient’s phone will ring and they can then choose to answer the call or let the caller elect to leave a voicemail.
“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 – a blind 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.” from What Is a Warm Transfer?
Why warm transfers are better than blind transfers
Not only are warm transfers more efficient for the business, allowing for enhanced call screening abilities, but they are also more customer-friendly. It’s frustrating to be told you’re being transferred, then end up getting the person’s voicemail when they don’t pick up the transferred call. People often hang up instead of leaving a voicemail, and each caller that hangs up could be a potential customer lost.
But warm transfers don’t have these problems. There’s a live, friendly receptionist answering the phone, gathering caller information, delivering it to the recipient, and either taking a message from the caller or transferring the call to the recipient. It makes for a much better customer experience than blindly being transferred to a person who may or may not be in the office and reaching a voicemail recording.
Want to try warm transfers and our A+ BBB-rated virtual receptionist service free for 30 days? Click the button below to learn more and start a free 30 day trial with us!