It allows callers to speak with a new rep before their call is transferred to a different line. A warm transfer occurs when one employee is on an active call and then transfers the call to a different employee while passing on any relevant information so that the caller doesn't have to repeat themselves. It's best for situations where managers need to speak with a caller, and for employees needing to transfer a call to another associate.
Companies who use warm transfer have reported better customer experience and higher ratings on customer feedback forms.
