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Customer Service vocabulary · Phone & Chat Phrases

Transfer

Meaning in customer service, with examples

/trænsˈfɜː/verbCore term

In customer service, transfer means: To connect a caller to another person or department, so that the call continues with them.

In Turkish: aktarmak, bağlamak, yönlendirmek

How it is used

Common phrases: "I'll transfer you to our technical team", "Please hold while I transfer your call." In a warm transfer the agent first explains the case to the colleague; in a cold transfer the call is passed on without explanation. British English also says "I'll put you through".

Example sentences

  1. I'm going to transfer you to the billing department; they can help you with that.

  2. I've been transferred three times and nobody can answer my question!

Common collocations

  • transfer a call
  • transfer you to
  • warm transfer
  • cold transfer
  • call transfer
  • put on holdTo make a caller wait on the line, usually with music playing, while you check something or speak to someone else.
  • escalateTo pass a problem or complaint to a more senior person or a more specialised team because the first person cannot solve it.
  • supervisorA person who manages a group of agents, checks their work and handles difficult calls that are escalated to them.
  • IVRInteractive voice response: an automated phone menu that greets callers and lets them choose options by pressing keys or speaking.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Phone & Chat Phrases

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