Warm Transfer vs. Cold Transfer

Warm Transfers

Whenever we need to transfer a customer to someone at the dealership, we complete WARM transfers. A warm transfer simply means that we are calling over to the dealership, getting a warm body on the line, introducing the customer, and then patching the customer through to their needed party. A warm transfer should include:

  1. Your Name
  2. Name of company representing (Call Control vs. Premier Connect)
  3. Customer’s Name and Vehicle
  4. Customer’s Concern
  5. Ask For Permission to Transfer

“Hi, this is Brittany calling over from Call Control. I have a Ms. Shirley Jones on the line calling in need of a status check for her 2018 Pathfinder. Can I please patch her through to you.”

“Okay Ms. Jones, I have service on the line and they will take it from here. Have a great day!”

If we cannot get someone from service on the line to complete our transfer, we will then inform customer that we will send their customer information over to the dealership and someone will call them back as soon as possible. With this concept in mind, we need to collect their basic information PRIOR to transferring (name, vehicle, concern, best call back phone number).

“I apologize Ms. Jones, but I was unable to get your Service Advisor on the line. I will send over all of your information and someone will call you back as soon as possible. Is there anything else I can help you with today?”

Cold Transfer

A cold transfer occurs whenever we transfer a customer WITHOUT introducing them first. The only time this is acceptable is when transferring somewhere other than the dealership we are working with. The best examples of these cases would be Enterprise Rent-A-Car, offsite body shops, tow truck companies.