Adding different people to a call can greatly improve collaboration and streamline communication. This guide will show you how to add participants to a call using various methods.
You'll learn how to transfer calls (cold transfers) to other agents, ring groups, and external phone numbers to your calls. The benefits include improved efficiency, better coordination, and enhanced customer support.
Challenges with Traditional Call Transfers
Traditional call transfers can lead to customer frustration due to long hold times and the need to repeat information to multiple agents. This process can be time-consuming and resource-intensive when involving many agents to resolve an issue.
Aloware Talk gives you options to call transfers:
Transfer to a User - Directly transfer the call to another agent.
Transfer to a Ring Group - Transfer the call to a group of agents, ensuring someone from the team will answer.
Transfer to a Phone Number - Transfer the call to any external phone number, connecting with third parties as needed.
Transferring a Call to a User
Click the call icon to answer the call. The Aloware call screen will open; then, click the "Transfer" button.
In the "Select a User" field, pick the user or agent you want to transfer the call to. Once selected, click the "Transfer" button.
Your call will connect to the other agent. If the agent accepts the call, it will disconnect and conclude.
Transferring Calls to a Ring Group
If you need someone from a specific department, such as customer success, you can add a ring group. This feature will call all members of the group according to the ring group settings until one of them answers. This ensures that you get the support you need without waiting for a specific individual.
Click the call icon to answer the call. The Aloware call screen will open; then, click the "Transfer" button.
To transfer the call to a ring group, choose "Transfer to Ring Group" and pick from the list of active ring groups.
Click the "Transfer" button again to complete the transfer. This action will ring all the members of the selected ring group.
The call will conclude once it's accepted by one of the ring group members.
Transferring Calls to a Phone Number
Click the call icon to answer the call. The Aloware call screen will open; then, click the "Transfer" button.
Select the "Transfer to Phone Number". Enter the phone number where the call should go.
Click the "Transfer" button again. The call wraps up after the transfer.
Aloware's Call Recording for Transferred Calls
In Aloware, call recording for transferred calls is managed as follows:
When Agent 1 receives a call, it is recorded as an inbound call.
If Agent 1 transfers this call to Agent 2, it is then recorded as an inbound call for Agent 2.
Additionally:
If Agent 1 originally initiated the call, it is recorded as an outbound call.
When Agent 1 transfers this call to Agent 2, it is still recorded as an inbound call for Agent 2.