Warm Transfer vs Cold Transfer
In a cold transfer the caller is sent to another line and left to whatever answers. In a warm transfer the person receiving the call is told who is calling and why before the caller is connected.
Side by side
| Warm transfer | Cold transfer | |
|---|---|---|
| What the staff member hears first | A short introduction: who is calling and why | A ringing phone and a caller starting from the beginning |
| If nobody picks up | The transfer can be withdrawn and the caller told what happens next | The caller lands in voicemail or the line rings out |
| Caller repeats themselves | No | Usually |
| Record of the outcome | Whether a person accepted the call is known | Only that a transfer was attempted |
| Speed | A few seconds longer | Immediate |
When to choose which
Use a warm transfer for patient calls, for anything going to a shared queue, and wherever a missed hand-off has a cost.
A cold transfer is acceptable for low-stakes calls to a line that is always staffed.
CuraVoice sells one of these options, so weigh this page accordingly. We have tried to say where the other is the better choice.
Common questions
What is a whisper in a warm transfer?
A whisper is the short spoken introduction that only the staff member hears before the caller is joined to the call.
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Not sure which fits?
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