Call Transferring vs. Call Forwarding

To start with, it’s important to note that call transferring and call forwarding, though they may sound similar, are fundamentally different processes.

• Call transferring occurs when you press a transfer button to pass a live call to another person, and then you hang up.

• Call forwarding, on the other hand, sends incoming calls straight to a preset number automatically, without anyone answering first.

Why Transfer a Call? 

Here are some of the main reasons someone might transfer a call:

• Direct help. Sometimes, the person who received the call just isn’t the right fit for solving a problem. Transferring the call to someone with the right expertise gets the issue handled faster.

• Better customer experience. Customers don’t like being put on hold forever or talking to multiple people. A well-managed transfer makes the process feel seamless and professional.

• Save time. Instead of making the caller repeat their story multiple times, a smooth transfer saves everyone’s time and keeps the conversation efficient.

• Build relationships. Proper call transfers show that your business is organized and customer-focused, which helps build trust and loyalty with your callers.

Benefits of Transferring a Call

Transferring calls might seem like just a routine task, but it actually has some great perks for both your business and your callers, including:

• Gets the caller to the right person: When you transfer a call, you ensure the caller reaches someone who can effectively assist them. This means they receive the correct information or solution without unnecessary redirections.

• Cuts down on repeating stories: Transferring a call to someone already prepped on the issue saves the caller from having to repeat their entire story. This streamlines the process and reduces frustration for the caller.

• Makes customers happier: Getting to the right person quickly makes callers feel valued and taken care of. Satisfied customers are more likely to return and recommend your services to others.

• Keeps things organized: Transferring calls helps keep everything running smoothly by sending calls to the right departments. It means everyone’s doing their job, and no one’s getting overwhelmed.

The Two Main Types of Call Transfer

There are two main ways you can transfer calls — either as a warm transfer or a cold transfer. Here’s what they both mean:

What Is a Warm Transfer?

A warm transfer just means you introduce the caller to the person you're transferring them to.

When you receive a call, you first speak with the caller to determine if they need to be transferred to another person. If a transfer is necessary, you place the caller on hold. While they’re on hold, you contact the person who should take over the call to check their availability. During this time, you can provide a brief overview of the caller, including their name, the company they are calling from, and the purpose of their call. If the recipient is available and ready, you then transfer the call to their extension.

What Is a Cold Transfer?

A cold transfer, also known as a "blind transfer," is when you send the call directly to someone else without checking their availability.

Cold transfers are faster and easier for you. Just press the transfer button and off it goes. But there are some drawbacks. The caller may need to repeatedly explain their issue to different people, which can be frustrating.

Another problem with cold transfers is if the call goes to someone who isn’t available, the caller might end up in voicemail. Nobody likes leaving a voicemail when they need help right now. This can make customers pretty unhappy and give your business a bad reputation.

How to Transfer Calls

Now that we’ve covered the different ways to transfer calls, let’s get into the nuts and bolts of how to actually do it.

The exact steps will vary depending on your call center system, but the general process is pretty similar no matter what platform you’re using.

In this guide, we’ll use Vonage as an example because it’s very user-friendly. With Vonage, you can easily transfer calls between devices, check who’s available at a glance, put someone on hold, mute people, and more.

You’ve essentially got all the tools you need to give the best customer service from anywhere, even if you’re running a tiny team or based across the globe.

How To Do a Warm Transfer

To transfer calls warmly, you’ll need to use an attended transfer method. This means you’ll put the caller on hold, liaise with the person you’re transferring them to, and then complete the transfer. Here’s how you do it with Vonage:

1. Press the transfer button: Start by pressing the Transfer button on your phone. This could be a physical button or a softkey on your phone’s screen.

2. Dial the recipient’s number: Enter the extension number or external phone number of the person you’re transferring the call to. Press the dial softkey or the # (pound) button.

3. Announce the caller: When the recipient answers, introduce them to the caller. Give a quick overview of who’s on the line and what they need.

4. Complete the transfer: After you’ve filled in the recipient, press the Transfer button or softkey again to finish the transfer.

TIP: if you want the original caller’s ID to show up after the transfer, you’ll need to do a Blind Transfer instead. Our next section will show you how to do that.

How To Do a Cold Transfer

Cold (or blind) transfers are when you send the call straight to someone else without checking if they’re available first. Here’s how to do a cold transfer with Vonage:

1. Press the transfer button: Hit the Transfer button on your phone. This might be a physical button or a softkey on your phone’s display.

2. Dial the recipient’s number: Enter the extension number or external phone number of the person you’re transferring the call to. Press the dial softkey or # (pound) button.

3. Complete the transfer: Without announcing the call, press the Transfer button or softkey again to finish the transfer.

How To Transfer a Call on a Landline

Transferring a call on a landline varies depending on the phone model and service provider, but here’s a general guide:

1. Put the caller on hold: Press the Hold or Transfer button on your landline phone. This will place the current call on hold.

2. Dial the recipient: Enter the extension number or the external phone number of the person you want to transfer the call to.

3. Announce the transfer (Optional): If you want to do an attended transfer (a warm transfer), wait for the recipient to answer. Once they pick up, let them know who is calling and provide any necessary context.

4. Complete the transfer: If you’re doing a blind transfer, simply press the Transfer button again after dialing the recipient’s number.

How To Transfer a Call on a Cell Phone

Transferring a call on a cell phone typically involves using the phone's built-in call management features. The process may vary slightly depending on the make and model of your phone, as well as your carrier. Generally, you would answer the incoming call, then use the call options to either add another call, merge calls, or use a specific transfer feature provided by your carrier or phone's operating system.

How To Transfer a Call on Android or iPhone

Transferring calls on your Android is extremely straightforward with the Vonage Business Communications (VBC) app. It’s also just as easy to transfer a call on your iPhone. In both cases, here's how you do it:

1. Launch the VBC App: Open the Vonage app. (If you don’t have it yet, download it from either the App Store or the Google Play Store).

2. Tap the Transfer icon: While you're on the call, find and tap the Transfer button.

3. Choose your transfer style: Choose between blind transfer, attended transfer, and transfer to voicemail.

4. Enter the details: Type in the number or select the contact from your list.

Transferring Calls on a VoIP System

With a VoIP system like Vonage Business Communications (VBC), you have several convenient features to facilitate call transfers:

• Call park: Instead of transferring directly, you can park the call in a virtual holding area. Any available team member can pick it up later.

• Call announce: Get a quick heads-up about the call before you answer. This gives you a preview that helps you be ready for what’s coming.

• Call continuity: If something goes wrong with your internet or power, your call gets redirected to a backup number so you don’t lose the connection.

A cloud phone system, like the one offered with VoIP, makes transferring calls easy and straightforward and offers cool features to keep everything running smoothly. Whether you’re handling warm or cold transfers, these tools help you stay efficient and professional, no matter where you are.

When Should You Use a Specific Type of Call Transfer?

Wondering how to know whether you should do a warm or cold transfer? These guidelines can help narrow it down.

When You Don’t Need To Give Details, Use Cold Transfers

This is the easiest way to handle a call, but it works best when you don’t need to give any background info before the caller speaks to someone else. The catch is, you won't know if the person you're transferring to is available.

Direct transfers are great when the caller needs a different department and doesn’t need a detailed introduction. For instance, if a caller is trying to get hold of billing but has ended up in tech support, it’s fine to simply send them over to finance. This is also useful when there’s too much info to share or the caller should explain things themselves.

Before you do a cold transfer, do check if the department you’re sending the call to is staffed and has voicemail set up. Otherwise, your caller might end up stuck and have to call back.

When You Have Time To Prep, Opt for Warm Transfer

If your call volume isn’t too high, asking for permission before transferring is a smart move.

Asking first lets you give your colleague a heads-up about who’s calling and what they need. This way, they’re ready to handle the call smoothly and can offer better assistance.

It also saves your caller from having to repeat their story to multiple people. When they know they won’t have to start over, it makes for a smoother, more pleasant experience.

When All Else Fails, Send to Voicemail

Sometimes, neither a warm nor cold transfer is the right fit. That’s when sending a call to voicemail can save the day.

If you know the caller needs to reach a specific person who’s out of the office (e.g., on vacation or out for the day), sending them to voicemail means they can leave a message without being frustrated by a disconnection.

This option also prevents the caller from being bounced around or having to redial. Instead, they can leave their message and wait for a callback.

While not ideal, it’s a quick fix when you’ve exhausted other options. It allows you to handle the call efficiently and keeps the process moving.

How To Transfer a Call Professionally

When it comes to transferring business calls, there’s definitely some business phone etiquette you should keep in mind. Here are some easy tips and tricks for transferring calls. Make sure these are in your team’s training, and that everyone from the executive team to the new hires are in the know.

Check Your Teammates’ Status

To prevent transferring a call to someone who is unavailable, it’s advisable to check your teammate’s status before initiating the transfer. Most phone systems allow you to see if your colleagues are free or busy. Alternatively, you can send them a quick message to inform them of the impending transfer. If they’re not available, inform the caller that they can leave a voicemail and assure them that someone will return their call as soon as possible.

Call parking makes this a bit easier, as you’re transferring the call to a parking area that multiple agents can pick up (increasing the chances of someone being available).

Share Your Details Before Transferring

If you transfer a call without providing your name and extension and the call gets disconnected, the caller will have to start over, which can be quite frustrating. To avoid this, always give the caller your name, as well as the name and extension of the person they are being transferred to.

Explain Why You’re Transferring

When transferring a caller, it’s courteous and helpful to explain the reason for the transfer to them. Whether the caller has reached the wrong department or you are not the best person to assist them, keeping them informed is both polite and useful.

Ask for Permission Before Transferring

Don’t just assume you can transfer them without asking first. Checking if they’re alright with the transfer lets them ask any last-minute questions and decide if they want to keep going.

End on a High Note 

Before completing the transfer, thank the caller for their patience and ask if there is anything else they need. Once they’re connected, end the call politely, ensuring a positive and professional handoff.

Want To Transform Your Organization’s Call Transferring?

When call transfers are done right, it’s great for customer satisfaction. No one likes being passed around on the phone. With a smooth transfer, you can save time and make your customers feel valued and heard.

If you want to step up your business communications game, Vonage can help. In addition to offering a number of call-transferring features, we also offer cloud-based phone systems, number porting, and advanced tools like call analytics and team messaging.

Get in touch today for a demo or a quote.