A warm transfer is a type of call transfer where one employee answers a call and then transfers the call to a different employee but passes on any relevant information so that the caller doesn’t have to repeat themselves. During a warm transfer, the receptionist speaks to the associate who will be receiving the transfer, providing context and information about the caller and the situation prior to taking the call. This way, the associate has knowledge of the caller’s needs and is better prepared to help, which can drastically reduce customer frustration and provide a better customer experience. Warm transfers are often seen as more courteous than cold transfers, which involve routing a call directly to another person without introducing the caller or providing any background information. Warm transfers are most appropriate for escalation calls, emotional situations, and conversations around sensitive subject matters. They are also helpful for building customer relationships by delivering a personalized experience, which often results in faster resolution. Cold transfers, on the other hand, are appropriate when the caller requests to speak with a specific person or department. They can be particularly useful during an “all hands on deck” situation when a contact center is facing a surge and associates are trying to service all the customers by a certain deadline.