Warm transfer
A warm transfer is handing a call to a person while passing on the context, rather than dropping the caller into a fresh conversation.
In a cold transfer the caller is moved and has to start again — name, account, and the whole problem, to somebody who has just picked up. In a warm transfer the receiving person gets the context first: who is calling, what they want, what has been established already.
For an agent this is the difference between automation that helps and automation that adds a step. The agent handles what it can, and when it hands over it brings the transcript and the collected details with it, so the human starts where the agent stopped rather than at the beginning.
Related
- IVR (interactive voice response) — An IVR is an automated phone menu that routes callers based on keypresses or short spoken commands.
- DTMF (touch tones) — DTMF is the system of dual tones a phone sends when you press a key, used to pass digits through a call.