Call transfer is useful when a caller needs a person, but it should be used intentionally. Too many transfers recreate the problem of interruption. Too few transfers frustrate callers with urgent or sensitive requests.
Transfer Rules to Define
Define which call types transfer live, which ones become callbacks, which staff member receives each category, and what happens if the transfer is not answered.
Warm vs Blind Transfer
A warm transfer includes context before the handoff. A blind transfer simply connects the call. AI summaries can help your team see the caller's reason before or after the transfer.