What's your customer call transfer model?

I'm on a call with a customer service agent who could not complete my request so she transfers my call to another agent. She waits until the agent responds, provides my info and then the other person continues my call. The second person could not complete my request as well so he in turns puts me back to the queue so someone in the third tier level could respond to my call - but only this time I have to use the phone system to input all my information again.

You know there's a breakdown on the call transfer service just from your experience with this right? If you are not seeing it, then you are more patient than I am because I was annoyed with that experience. What I would have expected was a transfer of my call but with the person holding on and speaking to the other person before hanging up (also called warm or hot transfer). There's a lot of companies in Canada who have various phone etiquette and response models who can train you and your staff if you are in the market for it. The analogy is simple though, at a party where you are the host, when you've spoken with one person you've invited and who does not know anyone at the party and introduce that person to another individual (who also does not know anyone at the party), would you just introduce each other's name then leave or provide some background info before you move on? My mom says this is just plain "manners"? So if we know that, how come it doesn't get followed when at the workplace? Isn't that plain "professional manners"?

photo by misterbisson

TAGS: Call Centre, Customer Loyalty, Customer Service

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