Leading Telecom BPO Reveals Pros and Cons of Three Types of Inbound Call Transfers for Businesses

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Sound Telecom, a nationwide provider of telephone answering services, call center solutions, and cloud-based business communication systems, has published a comprehensive article on three forms of call transfer that companies should consider when branding their telephone communications.

Picture of Brian Gabriel, COO at Sound Telecom a nationwide provider of 24 hour telephone answering services, bilingual answering services, virtual receptionist services, medical answering services, healthcare BPO solutions, pagers, business voicemail,

Brian Gabriel, Sound Telecom COO and author of the article, "The Journey of a Call Transfer"

Each call transfer method has its own scenic byways. But each also has the potential to leave a caller at a dark, deserted truck stop. There are always trade-offs no matter which call transfer method you choose.

Sound Telecom, a leading call center, has released an article titled “The Journey of a Call Transfer” in which the author, Brian Gabriel, expounds on three different kinds of call transfers. He explains how choosing the type of transfer that is best for a business cannot be reduced to a blanket solution. A person should choose a form of transfer based on their business’ needs and priorities: speed or efficiency.

Gabriel begins with the metaphor of taking a bus ride from Seattle to Portland and how the rider’s experience is completely in the hands of the bus and its driver. When a person calls a business, the business’ transfer system becomes the bus by which he travels, and the business must prepare the best travel options for each rider.

On choosing the most adequate solution for a business, Gabriel says, “Each call transfer method has its own scenic byways. But each also has the potential to leave a caller at a dark, deserted truck stop. There are always trade-offs no matter which call transfer method you choose.”

The three types of call transfers discussed are blind transfers, warm transfers, and message relay. According to the article, these are the most important aspects to consider when choosing a type of transfer: cost, efficiency, effectiveness, brand, and customer service orientation.

A blind transfer is when a receptionist receives a phone call and simply transfers the call to the correct location, without prompting the receiver. A warm transfer happens when the receptionist receives the call and asks for information such as the caller’s name and reason for the call to announce it upon transferring. The message relay is when calls are answered by an agent who records the information and then relays it to the intended receiver. Gabriel explains the benefits and limitations of each and makes it easy for a business owner to decide which option is most suitable for their company.

When asked about the motivation for writing this article, Gabriel said, “I wanted to help business owners understand the possibilities offered by simple call transfer. Transfers sound so easy ‘on paper,’ but there are many ramifications to consider- especially when you want to build a consistent support program.”

To read the full article, please view it here: The Journey of a Call Transfer.

About Sound Telecom

Since 1986, Sound Telecom is a leading provider of 24 hour Telephone Answering, Call Center and Cloud-based Communication Services, professionally serving thousands of customers throughout the United States and Canada with USA based agents to help them improve customer service and grow their businesses. For more information, please visit http://www.sound-tele.com.

About Brian Gabriel

Brian Gabriel is the Chief Operations Officer for Sound Telecom, a prominent twenty-eight year old call center outsourcer, and he is a frequent contributor to the Sound Telecom Blog, which is designed to impart useful information to businesses and entrepreneurs.

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Sound Telecom
Andrew Tillery, Marketing Director

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Sound Telecom
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