Cold transfer vs. warm transfer: when’s the right time to use them?
Think Customers
NOVEMBER 1, 2021
Unlike a cold transfer, when a caller may have to repeat himself multiple times to various associates, an associate receiving a warm transfer already has knowledge of the caller’s needs and is better prepared to help. Be human and take the time,” Shearer said of such calls. Don’t worry about your AHT (average handle time).
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