cold transfers...
First we were told no cold transfers on any call if helped. Then we were told that all calls had to be cold transferred or else the call will be unresolved. Now just recentely we are told that we ar not supposed to do cold transfers. WTF are we supposed to do. I myself will continue to do cold transfers and set the expectations. I dont care if the call is unresolved. đ đĸ
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You are to do a cold transfer if the wait time for a dept. is greater then 40 secs. Otherwise, handle the call like a warm transfer. Still set all expections in both cases.
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But I like to just transfer everyone that needs to be transferred into other dept's that are allowed to be cold transferred.
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According to our call center thats what we were told to do. I kinda liked it better the way your doing it now.
BEEP BEEP
Me - "Opening"
Customer - Somethings wrong
Me - Oh your accounts in GSM here ya go
"transfer"
I miss those days. âšī¸
It's easy to warm xfer if it's short and best part is thats 1-2 minutes less you have to deal with another customer, and after 30 calls that amounts to = 30-60 minutes less on other calls in total. đ
BEEP BEEP
Me - "Opening"
Customer - Somethings wrong
Me - Oh your accounts in GSM here ya go
"transfer"
I miss those days. âšī¸
It's easy to warm xfer if it's short and best part is thats 1-2 minutes less you have to deal with another customer, and after 30 calls that amounts to = 30-60 minutes less on other calls in total. đ
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And what departments would those be?
All calls are to be warm transferred unless the hold time is longer than 40 seconds, and only after the customer's expecations are set. (giving them the direct number, advising of the cold transfer, etc)
Cold transfers are usually only allowed during holiday seasons or periods of extreme system outages, when the queue is busy.
All calls are to be warm transferred unless the hold time is longer than 40 seconds, and only after the customer's expecations are set. (giving them the direct number, advising of the cold transfer, etc)
Cold transfers are usually only allowed during holiday seasons or periods of extreme system outages, when the queue is busy.
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