Programa de formación en

bilingüismo 2022-2023 Class 5

ESP Call center October 2nd-2023
Agenda

Attendance
Warm-up: Video
Warm vs Cold transfer
Hands on activity: Vocabulary 2
Roleplay
Warm-up:
 Video

What are the

key points to
remember
when
transferring a
call?
 Transferring
Have you Heard about cold vs warm transfer? What are the
differences between them?
Warm transfers vs. cold transfers

• There are two types of call transfers: warm (or attended)

transfers and cold (or blind) transfers.
• When warm transferring a caller, you'd introduce the caller and
provide the context to the person to whom you're transferring
the call. On the other hand, a cold transfer involves routing a
call directly to another person without introducing the caller or
providing any background information.
• The decision to use a warm or cold transfer depends on the
situation and the desired outcome.
 When to use a warm transfer
• A warm transfer typically provides a better customer experience. The caller doesn't have to repeat
themselves, and the process ensures they speak with the right team member who can help. Use
this option when a caller needs assistance with a complex issue that requires expert support.
• Warm transfers are most appropriate for escalation calls, emotional situations, and conversations
around sensitive subject matters. They're also helpful for building customer relationships by
delivering a personalized experience, which often results in faster resolution.
• Let us consider an example where a customer calls in with a product issue. The customer explains
the issue to the agent, but after learning more, the agent needs to transfer their question to a
specialist. With a warm transfer, the agent can give their colleague a quick briefing on what has
been discussed. So, when the customer gets transferred, they are seamlessly able to pick up where
the last call left off.
 When to use a cold transfer
• A cold transfer is appropriate when the caller requests to speak with a specific person or department. You
can connect them with the right team member quickly for a streamlined experience. It's also suitable for
handling urgent or time-sensitive calls.
• Cold transferring a call can also be a better option if a contact center faces a surge and agents must resolve
the calls within a specific period. They offer the fastest way to get customers to the right team members
who can help.
• While less personal, cold transfer can sometimes be the more efficient way to handle communications.
Maintain an excellent customer experience by telling the caller they're being transferred and why. Also,
provide them with a call-back number in case there's an interruption or the call gets disconnected.
• Let us consider an example when a cold transfer makes sense. If a customer calls in with an urgent request,
or they are trying to reach a different department, you can help them quickly with a cold transfer. They
immediately get routed to the person that can help them — minimizing unnecessary conversation along the
way.
 What is customer satisfaction score
(CSAT)?
• Customer Satisfaction Score (CSAT) measures customer satisfaction with a
business, purchase, or interaction. It’s one of the most straightforward
ways to measure customer satisfaction, and it's obtained by asking a simple
question, such as 'How satisfied were you with your experience?' To
answer, there's a corresponding survey scale, which can be 1 – 3, 1 – 5, or 1
– 10.
 Select: which type of transfer is most
suitable in each situation?
• When a customer calls and requests for technical assistance department.

• When a customer is upset or frustrated and asks to speak to a supervisor or

manager.

• When a customer needs to book an appointment or schedule a service visit, and

has already provided his/ her availability.

• When a customer who speaks a different language contacts the call center and the
agent cannot communicate effectively
This
activity will
be closed
on
Tuesday,
october
3rd, 10:00
p.m.
Roleplay
Thanks!