What is a Warm Lead Transfer?
Anyone who works with a receptionist or a virtual receptionist should know what a warm lead transfer is. Ensuring that your receptionists are using them is key to keeping customers happy, helping your business feel more professional, and getting the most out of every call that you receive.
What is a Warm Lead Transfer?
A warm lead transfer is essentially where the receptionist ensures you know who you’ll be talking to before you are speaking directly with them. That means instead of transferring your caller to a ringing line or simply connecting you two without introduction, they first speak to just you to say who is on the line. The caller is on hold while the receptionist speaks with you.
During the warm lead transfer, your receptionist will say something like:
- Cooper is calling about his scheduled maintenance for today.
- I have Jane from the supplier on the line.
This warms you up to the call, allows you to greet the customer or caller like you know them, and provides the opportunity for many other benefits.
Why Use Warm Transfers?
Your customer’s experience when they call really matters to them and forms a large chunk of their perception of your company. A warm transfer improves that experience for them dramatically. Here’s how:
- Greetings: You can greet the caller by name, signaling that their call is important to you.
- Avoid repetition: No one wants to explain their issue twice. When your receptionist alerts you to their concern, and you signal you know it to the customer, they already feel heard.
- Preparation: Sometimes if you have a few extra seconds to check on something, you can get information for the caller that makes the whole conversation go smoothly.
The warm transfer experience is also highly beneficial for you and allows you to make the most of your time. They allow you to:
- Avoid certain calls: Maybe this isn’t the ideal time to talk to the person, perhaps because you haven’t dealt with their issue yet, need time to prepare, or are intentionally making them wait. Whatever the reason, the warm transfer process gives you the chance to avoid the call and have the receptionist handle the caller.
- Schedule callbacks: Sometimes you don’t have the time to delve into the issues, but getting to this call is important. Your receptionist can schedule a good time for you to call back the person who is trying to reach you. This is especially important when you’re dealing with someone who also has a packed schedule.
- Importance: A warm transfer process signals to the caller that you’re a busy person whose time is valuable. They are more grateful when they do get your attention and more mindful of making the most of it.
- Filter spam: There are some days when spam callers are determined to waste your time. When you have a warm transfer process, the receptionist has the opportunity to dismiss the spam caller for you.
If you haven’t implemented a warm transfer process yet, now is definitely the time to consider doing so.