Why and How should a Business Use Call Transfer

To make a positive impression on the callers, it is important to follow the right telephone etiquette. To transfer a telephone call, you need to know a few things other than what are the right buttons that you should use for the call transfer. The telephone etiquette that you and your employees follow directly reflects the image of a business. Below discussed are a few rules of etiquette and benefits of this incredible feature and how it contributes to the growth of a business.

Etiquette:

Explain the Reason of Transfer

Before you actually transfer a call, explain to the callers why you have to transfer the call. Give the callers proper reason for the transfer. For example, they have reached a wrong extension or a wrong department. Make sure the caller is clear about the reason of the call transfer before the call is transferred.

Share Your Information First

Whenever a call is transferred to you, remember to say your name and extension first. This will give the caller a sense of importance that they are going to speak to the actual person. It will also make them aware if they have called a wrong extension. If you have to transfer the call, clearly tell the caller the name and the extension of the person you are transferring the call to. In a virtual phone system, record the message in such a way that it makes call transfer easy for callers.

Keep the Customer Informed

As you transfer, inform the caller that his call is transferring. Otherwise, he might get confused. Just do not blindly transfer a call. Let the auto attendant receive the customer and present him with the menu options. The customer can choose from the list presented to him or can ask to transfer a call to a specific department. Ask for the customer’s permission when you are about to initiate call transfer.

Features:

You Can Be Reached Anywhere

Using call transfer, you can be sure that you will be able to answer calls, no matter where you are. This means that you do not have to waste precious time at the office waiting for a call when there is something more important to be done. Customers will no longer have to depend on an answering service because they will be able to reach you any time. It is perfect for frequent travellers because it empowers them to receive their calls virtually anywhere in the world.

Helps to Maintain a Personal Touch

Call transfer ensures that customers do not have to interact with an answering service or a voicemail when they have called your company. With this feature, you can be assured that customers will always be able to interact with a live staff member, if not you, who can deal with any queries that they may have. It makes a business look more professional, because it never allows a call to go unanswered – even when no one is at the office. Moreover, it is also easy to use.