LiveAgent currently offers attended transfers. Attended transfers wait to terminate the call until it’s either picked up, rejected, or simply not answered by another agent. That means your agents don’t have to keep your customers waiting for an unnecessarily long time for a colleague. Attended transfers take care of this in a much more polite manner compared to cold transfers, where you nor the customer don’t know if the other person is going to pick up.
With attended transfers, the caller is put on hold and then a new call is established with the desired agent. Once the agent picks up the call, then the initial call is closed. This can greatly improve customer satisfaction and they will definitely feel valued.
If the agent doesn’t pick up the call, the call is returned to the previous/original agent.
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