Transferring Calls - Telephone Etiquette Training on officeskills.org

Transferring calls is one of the most common telephone etiquette tasks you will perform in your job so learning the proper etiquette for transferring calls is extremely important. A caller may need to be transferred for many different reasons from being directed to the wrong department via the Automated Attendant to needing to speak to a person or department who can better handle their needs or problem.

It’s important to keep the caller informed through-out the entire Transfer process and to provide them with the information they may need in the future. Following the steps below will help insure the caller has a pleasant experience and will present a professional, positive image of your company.

  • Using your active listening techniques, listen to the callers needs and determine how you can best help them. If you decide you need to transfer the caller, first determine what department or person can best help them.
  • Next, tell the caller you need to transfer them and the reason why. Give them the name of the person (if known), their department and phone number. This information will be useful to the caller in case they get disconnected and need to call back in.

    Example: “Mr Rogers, I am going to transfer you over to Ms. Bunting in the Training Department. Her direct number is 540-444-1212 in case you get disconnected. She will be able to help you.”
  • Before you transfer the caller, be sure to update the caller information in your computer system so the person you transfer the call to has all the information they need to handle the call. This way the caller doesn’t have to repeat the same information over again as this is a great source of frustration for callers.
  • Initiate the Transfer and stay on the line with the caller until the person or department at the other end answers the call.
  • Announce the caller to the new person and explain the reason you are transferring the call to them. Provide as much information as you can so the caller doesn’t have to repeat what they have already told you. If you’ve entered the caller information into the computer system, this information should transfer with them.

    Example” “Hi Ms. Bunting. I have Mr. Rogers on the line and he has a question about the Telephone Etiquette Training courses. He would like the cost of having a custom course created.”
  • Say goodbye to the caller and thank them for calling then complete the transfer.

    Example: “Ms. Bunting will help you now Mr. Rogers. Thank-you for calling and have a nice day.”