Being able to transfer calls lets your employees work more flexibly and better help customers. Having easy and intuitive call transfer options, then, can boost productivity, customer satisfaction, and more.
Speak to a Vonage expert today to learn more about how call transfers work in Vonage Business Communications (VBC), and a whole lot more.
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Call Transferring Options and a Whole Lot More
If you’re looking to transfer calls seamlessly, VBC has everything you need. In addition to multiple call transfer alternatives, VBC also has a wide range of features to help manage and handle each call optimally.
Call forwarding helps colleagues stay in touch with one another and with customers when they’re out of the office. With VBC, you can forward calls to a designated extension, to a predefined group of extensions, or take a staggered approach so the call gets sent to a series of up to five numbers in turn.
Need to seamlessly transfer a call from one device to the next? That’s where Call Flip comes in. Flip an ongoing call from your desk phone to a mobile device or vice versa, quickly and easily. Perfect for continuing crucial calls even when you’re on the move or need to get to that next vital meeting.
VBC lets you introduce better teamwork to putting customers on hold with Call Park. A call that’s been parked is held in a virtual space where it’s accessible to multiple users. So, if one colleague doesn’t have an answer to a caller’s query, they can park the call, letting others who can help jump straight in.
Making sure calls don’t go unanswered and improving customer experiences is simpler with Virtual Receptionist. Sometimes also known as an auto attendant, it helps you to route calls, manage your phone menu, and organize outgoing messages. That all makes it simpler for callers to reach the right person or department.
Business Phone App
Want to work flexibly from virtually anywhere, without losing access to all the communication tools you need to work at your best? No problem. With the VBC Mobile App, you can carry everything you need in your pocket and access it with a quick tap. The app works on iPad, iPhone, and Android devices.
Sometimes, employees need to ask their manager something, check some information, or even take another call while talking to someone. A quick and easy Call Hold feature is a must. With VBC, you simply tap the hold button on your desk phone or within the app, and Music on Hold or Call Queues keep the caller occupied while they wait.
Even the best-intentioned companies can’t answer every call straight away, which is why call queues are so useful. They let you professionally manage your incoming calls at times when call volumes are particularly high or you’re short of staff. It’s like providing a virtual waiting room for callers until someone’s ready to speak to them.
Every call could be a crucial one. You don’t want to miss a VIP customer reaching out just because you’re on another call. With Call Waiting, when you get an incoming call while you’re talking to someone, there’ll be a quiet beep in the background. You can transfer your current call, ask them to hold, or take whichever action you need.
Business SMS and MMS
What about when talking on the phone isn’t the most convenient option? With the VBC Desktop and Mobile Apps you can send and receive business SMS and MMS messages from your VBC number, too. It’s a great way to stay connected with your team members and reach out to customers on their mobile devices.
How to Transfer a Call You’ve Already Answered in VBC
VBC lets you transfer a call whether you’ve already answered it or not. You have total flexibility in your phone call transfer options, as you’ll see below.
Choose Software That Gives You Lots of Call Transfer Options
Your phone system should support all of your needs and make it as seamless as possible to take and manage calls. That means giving you access to plenty of features, easy management options, efficient call queues, and more.
VBC supports you in all of these ways.
The platform offers call transfer options that make passing calls where they need to go a breeze. You don’t need to memorize long how-to guides or keep customers waiting for ages — by choosing VBC, you’re choosing comfort and ease of use for both your business and your customers.
And it doesn’t stop there. An extensive list of native features and add-ons help give you everything you need to manage and handle every last call that comes your way.
Reach out to a Vonage expert today to learn more about how VBC can meet your business communication needs.
Call Transfer FAQS
With VBC, learning how to transfer a call to another extension is a breeze.
When you’re using the VBC Mobile or Desktop App all you need to do is to press transfer. Then, choose an attended or a blind transfer and either select the required extension number from your directory or enter it yourself. Your transfer then proceeds, easy as that.
Having the option to have a call transferred between recipients is a necessity for businesses of all sizes, right down to the tiniest five-person companies. We’ll show you why with some quick practical examples.
Let’s say a customer calls to ask about the delivery status of an item they ordered. Since they called your small business’ main phone line, the person who answered may have no association with the shipping side of things, so they’ll want to transfer the call to someone who does.
Or, imagine that another business reaches out looking to partner up in the future. They’ll probably need to speak to the business owner or CEO, but that person is unlikely to have answered the phone. Call transfer makes it quick and easy to pass the call on, without asking the prospective partner to call multiple times.
A small business may also find itself overwhelmed by a high volume of incoming questions about a new product. If the customer service team or representative is busy, they can choose to forward a call to someone who’s available, so call queues are kept short.
Generally speaking, finding yourself on a transferred call without warning would be considered a bad thing. This is because it’s good practice to talk callers through exactly what you’re doing, so they’re on the same page as you and your interaction can progress smoothly.
However, there are also situations in which it might not be necessary to explain in detail that you’re about to transfer a caller to a new recipient.
For example, if someone calls your marketing department with a legal question, the person answering the phone might simply ask them to hold on and then transfer them straight to your legal department. This saves time and creates a more seamless experience.
Customers want comfortable, easy interactions with businesses. They don’t usually enjoy being kept waiting for ages or being given non-answers that only delay the resolution of their query.
That’s why it’s important to be able to transfer customers for a better experience.
Transfers make it easy to connect customers with the right people as soon as possible. They help you shorten waiting times, which in turn creates better customer experiences.
Being able to transfer calls also helps you get customer queries resolved faster.
Lastly, effective call transferring assures customers that you value them and their time. You’ll never ask them to wait for a long time without offering good results, which shows that you want to help customers effectively and efficiently.