What Is a Transfer Assistant?


A transfer assistant is a software component you can use to quickly and efficiently transfer a caller to a requested person within your company. This feature effectively provides a similar function to that of a human operator, but in a way that is fully automated, and capable of working as an integrated part of an automated phone menu system.


How a Transfer Assistant Works


When an outbound caller reaches your company switchboard they’ll be greeted with an option to request transfer assistance. The transfer assistant will give callers a number of options for reaching the right person. This may include:

  • Transfers to a specific worker by name
  • Call forwarding through to a requested department or section of a company
  • More thematic and intuitive queries, such as broad requests for customer service or a question about technical support
  • A "hot" (or attended) transfer, in which a human operator is brought into the call to ensure that a caller's experience is as streamlined and "human-friendly" as possible


Benefits of a Transfer Assistant


  • Cost-effectiveness: A transfer assistant can eliminate the need for human operator services. The routine process of transferring straightforward calls can be handled automatically, leaving only the more nuanced transfers to human assistance.
  • Efficiency: A transfer assistant can be configured to pass calls directly to the person most suited to provide assistance. Moreover, if your team is partly or wholly remote, a transfer assistant can be configured to forward calls only to those whose presence is marked as active.
  • Customer satisfaction: Efficient call transfers mean that your customers and clients get to spend less time waiting on hold, or worse, being transferred around your company. Less waiting makes for happier customers.
  • Enhanced business intelligence: Crucially, transfer assistant data can be audited and analyzed. This data allows you to constantly improve how inbound calls are handled.


Who Should Use a Transfer Assistant


Companies with a larger workforce can benefit from transfer assistance functionality. The more complex and nuanced your team structure, the greater the efficiency gains automated transfer assistance can provide.

Ready to talk to sales? Contact us.