Call Transfer- Successful and Unsuccessful

What to Do When You Need to Transfer:

1. Ask your customer if they would mind being placed on a brief hold. Wait for them to respond. 2. On your Five9, select “Conference”
3. Look at your CLIP and select a service advisor from the list.
4. Look at your CLIP to see if transfers are allowed (1 Warm Transfer) and which dealership partner this account is under. If the dealership states “Emergency Transfer Only” you will need to collect the customer’s information and send an alert. If this is a true emergency, then you may transfer still.
5. Alert your customer you will be putting them on hold with “One moment please”, then dial!
6. When connected to the dealership introduce yourself “Hi my name is ____ with Call Control/Premier Connect and I have Mr. Smith on the line looking to speak to an advisor about coming in this Saturday for a repair. May I connect him with you?” Wait for their answer, as they may be busy.
7. If told to connect the customer, select “Complete”, this will bring the customer on to the line. Immediately introduce the customer to the service advisor. “Hi Mr. Smith, thanks for holding, I have Bob from Service on the line and will be able to assist you from here. Have a great day!”
8. Wait for them to start speaking, then open your worksheet, select “Attempted Transfer to Dealership” then select “Leave” on your Five9. Do not stay on the line, as we need you back in queue!