Transferring a call is often the fastest way to get your customers the help they need. Whether an agent needs to route a call to the right department or escalate a case to a supervisor, call transfers improve resolution speed and overall customer experience.
With Mteja’s call centre solution, agents can transfer live calls to another agent directly from the platform. No need to hang up or ask the customer to call again—just a few clicks, and the call is in the right hands.
When to Use Call Transfers
Use call transfers when:
The query falls outside the current agent’s scope.
The customer asks to speak to a specific team or person.
Escalation is required for complaints or complex issues.
Language or regional preferences need to be matched.
Types of Call Transfers
Mteja supports two types of call transfers to suit different customer service needs:
1. Warm Transfer (Consultative Transfer)
A Warm Transfer allows the current agent to speak with the receiving agent before completing the handover. This type of transfer is ideal when:
Context needs to be shared about the customer or issue
The agent wants to confirm availability
A smoother, more human transition is preferred
How it works:
While on the call, agent A clicks on the Transfer option.
Select the receiving agent from the available user list, and click the TRANSFER button.
This initiates a quick internal conversation with the next agent.
Image below shows agent B receiving an internal call from agent A
Once ready, agent A completes the transfer by clicking the green button to send the call to agent B.
The call then rings with the customer's number on agent B's end.
A Cold Transfer routes the call directly to another agent without prior discussion. It’s faster and works well for:
Simple requests that don’t require additional context
Customers who’ve reached the wrong department
Urgent redirections where time is critical
How it works:
While on the call, the agent selects Transfer
Select Cold Transfer, then choose the recipient agent.
The customer is immediately routed to the selected agent.
Reach us at support@mteja.io if you encounter any issues on call transfer.