What is a warm transfer & why is it important?

Anyone who knows anything about business knows that building a brand is vital to the long-term success of any company. A brand isn’t just a logo and a color scheme; it’s a manifestation of your values as a company and how you personify those values to deliver your service or product.

You can build a brand with advertising, through storytelling and by creating a digital presence, but it won’t be robust or meaningful if your customer service is lacking in even the slightest capacity.

Handling calls correctly and utilizing what’s known as ‘warm transfer’ effectively can be an important part of your overall branding strategy. People want to do business with people that make them feel appreciated and valued.

But what is warm transfer? And how does it differ to cold transfer?

What is a warm transfer?

A warm transfer is considered one of the best methods for providing a smoother and friendly caller experience. A warm transfer occurs when one employee answers a call and then transfers the call to a different employee but passes on any relevant information so that the caller doesn’t have to repeat themselves.

The original employee will then speak to the caller again to introduce the next person who will handle the call and assist the caller. This cuts out meaningless repetition and ensures that the caller will have their inquiry attended to immediately.

In today's online marketplace, almost every industry is crowded, and competition is fierce. What can make your company stand out is to show warmth and build genuine, human relationships inside the business and with clients and customers. That’s what makes having the ability to make warm transferring a call so important for a phone answering service. Trust is a fundamental value proposition for any business. In a world that uses technology to communicate, the tools that connect us can also create a barrier that separates us from face-to-face communication.The way you treat customers and how you make them feel is a crucial element when it comes to your brand, reputation and ultimately, the success of your business.In a world of one-click purchases and high-speed internet connections, customers can be highly impatient and become frustrated very quickly. And one of the most annoying things that can often occur is a caller having to repeat themselves to multiple people.Emotions often drive people's perceptions and behavior. The first thing they will remember about your business is how they were made to feel when they interacted with or contacted your company.With a cold transfer, also called a blind transfer, a receptionist or agent will pass the caller onto a ringing line or directly to another employee without any introduction, meaning the caller will often be forced to reintroduce themselves and outline the reason for the call again.A warm transfer, on the other hand, provides a much better customer experience. Whereas a cold transfer is often a negative experience, a warm transfer can often be a highly positive one. So when it comes to cold transfer vs warm transfer, there’s no competition.Imagine calling a local builder; after two rings, someone answers:"Good morning, you're through to Amanda at Example Building Service; how can I help you today?"You go on to explain that you need a quote on a new kitchen and outbuilding for a home office. The receptionist then puts you through to the relevant employee, tells him what the call is about and then quickly comes back on the phone:"Hi again, Mr Smith; I have Steve on the line for you now; he's happy to run you through the process and set up a visit. Have a great day, bye."If the receptionist's tone is genuine and warm, then the warm transfer and the overall experience provided can be a highly positive one for the caller.The alternatives, for example - a builder answering a call halfway through an important job, the call being missed completely or a cold transfer with no introduction, on the other hand, can be frustrating and confusing.While having a team of employees manning the phones can be a crucial part of your customer service, it’s not a feasible option for smaller businesses. Costs can be high, and the hiring process can be lengthy.That’s Moneypenny’s phone answering service comes in. You can enjoy all the benefits of an in-house, full-time receptionist for a fraction of the cost. We’re the only US-based service to give you a dedicated receptionist to increase your productivity while improving customer service and support.We’ll impress your callers while you focus on the work at hand. With the option to upgrade to 24/7 support, you can relax in the evenings and weekends, too, without having to listen out for your phone constantly.Live chat can act similarly to the phone as a customer service tool. For example, if someone was to go to a construction company website and ask a specific question that needed to be dealt with by an account manage, the live chat agent could contact the manager, then warm transfer the client within the live chat widget. Alternatively, the agent could pass on the relevant message and information to the account manager and ask them to call the client back on the phone.With Moneypenny's Live Chat service, you can improve the functionality of your website and enhance your level of customer service overnight. We give you a dedicated US-based agent who will be hand-picked to match your business's requirements. Outside of regular working hours, a small team of highly-trained agents will assist any website visitors, regardless of the time or the day of the week. With customizable live chat widgets, an online reporting portal, an overflow service option and a free trial, you can increase your customer service and generate leads while you sleep.With Moneypenny's Phone Answering service, you can enjoy all the benefits of an in-house, full-time receptionist for a fraction of the cost. The only US-based service to give you a dedicated receptionist, you will increase your productivity while improving customer service and support.Phone calls are a vital source of sales leads for most businesses, but with the number of spam and scam calls increasing year on year, they can also be a highly annoying distraction. Research has shown that a single interruption, such as an unwanted phone call, can take, on average, 23 minutes to recover from! Not only that, but distractions and interruptions have been shown to increase the number of errors made and heighten stress levels.With Moneypenny, you can let us impress your callers while you focus on the work at hand. With the option to upgrade to 24/7 support, you can relax in the evenings and weekends, too, without having to listen out for your phone constantly.With Moneypenny, you can also benefit from:

• A landline or toll-free number for your cell phone
• Caller recognition
• Diary integration
• Moneypenny app
• Online reporting portal
• No lengthy contracts
• A 7-day free trial (no payment information required)

We also offer live chat andvirtual receptionist services to really elevate you business’s communications with its customers. Get in touch with our team today to see what Moneypenny can do for you or head over to the Moneypenny blog. to read other informative articles like this one.