What’s The Difference Between Live Transfer & Call Patching?
We offer outstanding and affordable Call Patching and Live Transfer services to a variety of businesses of every size and in every industry. Choosing between Call Patching and Live Transfer services depends on a business’ particular call handling needs, however both types of services can be used on any AnswerFirst account. Which service does your business need?
Live Transfer services enable AnswerFirst to act as a live switchboard for our clients. With Live Transfer, our experienced Customer Service Professionals (CSPs) answer the phone and ask the caller what extension, person or department they need. Next, the CSP transfers the caller to the location immediately without fanfare or questioning.
Live Transfer is a straightforward process, and the caller is put in touch immediately with the person or department they’re trying to reach. Call patching, on the other hand, makes callers feel like they are being personally assisted.
Call Patching is similar to Live Transfer but is a more involved process. With Call Patching, our Customer Service Professionals ask callers a few questions to learn a bit more about them, and what their needs are. CSPs are able to screen calls and prevent confusion or problematic callers from getting through. The screening process also ensures that your customers are reaching the correct destination and getting in touch with the right personnel.
As part of our Call Patching services, our CSPs can keep callers on hold while CSPs call the account contact to determine if the call should be patched or if a message should be taken.