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.

Lead Routing
“DYL has led me to success”
Jonathan Burke
Vice President | Independent Insurance Agency

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