The call transfer feature in Aloware allows agents to transfer calls directly to another team member without staying on the line. This is particularly useful when the initial agent has provided preliminary assistance and needs to hand off the call to someone with more expertise.
This facilitates efficient call redirection to the right agent or department, ensuring customers receive specialized assistance promptly. It helps minimize hold times and enables more accurate responses.
How can a business admin use this?
Business admins can use the call transfer feature to improve the organization’s internal communication flow.
By enabling swift transfers to the correct team members or departments, admins can ensure that agents concentrate on their primary responsibilities while connecting customers with those best equipped to assist them.
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.
How can an average user use this?
Average users can perform a 2-way call transfer following the same steps.
How does this relate to our other tools?
The 2-way call transfer feature complements other communication tools by allowing seamless handoffs between agents and departments. This functionality integrates with existing call management systems, enhancing the overall efficiency of customer service operations.
What important configuration does this take?
To enable effective 2-way call transfers, ensure that:
All team members and departments are properly listed in the directory.
Agents are trained on how to use the transfer feature and are aware of the appropriate departments for transferring calls.