Warm transfer
A transfer where the agent is briefed on the caller before the calls are joined.
In a warm transfer, the assistant doesn't simply forward the caller. It first rings the agent, reads a short summary of who is calling and why, and then joins the two calls.
This differs from a cold transfer, where the caller is put through without any briefing and has to explain everything again.
Why it matters for agencies
First impressions matter with a hot buyer or a sensitive seller. Knowing the caller's name and needs before saying hello makes the conversation professional from the first sentence.
Example
The assistant tells the agent: “Mr Ahmet, looking for a three-bed, budget in place, wants to view this week,” then connects the calls. If the agent doesn't answer, a note is taken and a call-back task is created.
Related terms
Hear the agent handle your agency's calls.
In a short call we show you the right scenario for your agency on a live phone call.