Definition
A warm transfer happens when a caller qualifies a prospect and connects them straight to a salesperson while they're still on the line. The caller introduces the prospect and summarizes what they've learned, so the conversation picks up where it left off. It's the opposite of a cold transfer, where the prospect is passed along with no context.
How It Works
The caller asks the prospect if they'd like to speak with a specialist now, places them on a brief hold, and briefs the salesperson: who the prospect is, what they need and what was discussed. Then the caller connects everyone, makes a quick introduction and drops off.
Warm transfers work best when a salesperson is available on short notice; otherwise, booking a meeting is the better option. Agree on the rules before you start: which prospects qualify for a transfer, who is on standby, and what happens if no one picks up.
A transfer that leaves the prospect waiting on hold does more harm than simply booking a meeting for later..