Transferring a call can feel tricky, especially when you want the customer to reach the right person quickly without repeating themselves. The good news is that a simple, consistent process makes call transfers smooth, professional, and customer friendly.
Below is a practical, step by step guide with ready to use call transfer scripts you can copy into your phone SOP.
Quick takeaways
- Confirm what the caller needs before transferring.
- Collect key details so the next person can help fast.
- Set expectations about where the caller is going and how long it may take.
- Use a warm transfer whenever possible.
- Share context so the caller does not need to repeat themselves.
1) Start with a professional greeting
A friendly opening builds trust and helps you quickly understand the reason for the call.
Call transfer greeting script (example):
“Thank you for calling Goodman Company. This is Sarah. How can I help you today?”
If the caller sounds rushed:
“I can help with that. Can you tell me what you are calling about so I can get you to the right person?”
Tip: Smile while speaking. It improves tone and clarity, even over the phone.
2) Confirm the reason for the transfer and collect the right details
Before you transfer, do a quick check to make sure the caller is going to the correct person or department. Then gather the minimum info needed for a fast resolution.
Information checklist (keep it short):
- Caller name
- Best callback number
- Account, order, or reference number (if relevant)
- One sentence summary of the issue
- Any urgency or deadline
Script to collect details:
“Thanks. To make sure I connect you to the right person, may I get your name and the best number to reach you in case we get disconnected?”
“And do you have an order number or account number handy?”
Tip: Repeat important numbers back to confirm accuracy.
3) Explain the transfer and set expectations
Customers feel more confident when they know what will happen next.
Script to confirm the transfer:
“Perfect. I am going to connect you with our [department or name], who can help with [issue]. It should take about [time estimate]. Is that okay?”
If there may be a hold:
“There may be a brief hold while I connect you. If we get disconnected, I will call you back at [number].”
Tip: Always ask permission before placing someone on hold or transferring.
4) Introduce the caller to the person they will speak with
A warm handoff feels more personal and reduces frustration.
Script for the caller:
“I am going to transfer you to John in Billing. He can help you with your invoice question.”
Warm transfer script to your colleague (quick internal summary):
“Hi John, I have [Caller Name] on the line. They are calling about [one sentence issue]. Their order number is [number]. They have already tried [step taken, if any]. I am transferring them to you now.”
Tip: If you cannot warm transfer, still send a short internal note if your phone system supports it.
5) Share context so the customer does not have to repeat themselves
One of the biggest customer complaints is repeating details after a transfer. Solve it by passing along what you learned.
Script to reassure the caller:
“I have shared the details with John, so you should not need to repeat everything. If anything needs clarifying, he will ask a quick follow up.”
Tip: Keep your summary focused. Too much detail slows the handoff.
6) Close the loop and confirm a successful transfer
If your process allows it, confirm the transfer completed properly, especially for high value calls or urgent issues.
Script before transfer:
“Alright, I am connecting you now. One moment please.”
If the transfer fails:
“I am sorry about that. Let me try again, or I can take a message and have them call you back right away.”
Tip: Having a simple fallback plan reduces stress and improves outcomes.
Call transfer scripts you can copy and paste
General transfer:
“I can help with that. I am going to connect you with [Name/Team], who handles [Issue]. May I place you on a brief hold while I connect you?”
Department transfer:
“Based on what you have shared, our [Department] team is best suited to help. I will transfer you now and I will share your details so you do not need to repeat them.”
Escalation transfer:
“I understand this is important. I am going to connect you with a supervisor who can help resolve this. Can I confirm your best callback number first?”
Want to improve phone skills even faster?
If you want a simple way to train your team on professional phone etiquette, call handling, and customer service scripts, add a link to your short, practical phone skills training videos on the Canity Customer Service Training Videos page.
Transferring a call can be a tricky task, especially if you’re not sure what to say. But with the right approach, you can ensure that the caller is directed to the right person and that their needs are met. In this guide, we’ll provide you with tips and scripts to help you transfer calls smoothly and provide excellent customer service.
Greet the caller and ask how you can assist them.
When transferring a call, it’s important to start with a friendly greeting and ask the caller how you can assist them. This not only helps to establish a rapport with the caller, but it also ensures that you understand their needs before transferring them to another person. For example, you might say, “Thank you for calling Goodman Company, my name is Sarah. How can I assist you today?” This allows the caller to explain the reason for their call and helps you determine who the best person is to transfer them to.
Confirm the reason for the transfer and get the necessary information.
Before transferring a call, it’s important to confirm the reason for the transfer and gather any necessary information. This can help ensure that the caller is transferred to the correct person and that their issue is resolved as quickly as possible. Ask the caller for their name, phone number, and any relevant account or order numbers. be sure to note this information down so that you can provide the most accurate information to the person they are being transferred to. This will help ensure a smooth and efficient transfer process.
Introduce the caller to the person they will be speaking with.
When transferring a call, it’s important to introduce the caller to the person they will be speaking with. This helps create a smooth transition and ensures that the caller feels comfortable and confident that their issue will be resolved. Use a script like “I’m going to transfer you to John, who will be able to assist you further with this issue. John will be able to provide you with the best possible solution.” This not only introduces the caller to the next person but also reassures them that they are in good hands.
Provide any relevant information or context to the person taking the call.
When transferring a call, it’s important to provide any relevant information or context to the person who will be taking the call. This can include details about the caller’s issue, any previous interactions they may have had with the company, and any steps that have already been taken to resolve the issue. Be sure that the customer knows you’ve provided this information so know they don’t have to repeat themselves. By providing this information upfront, the person taking the call will be better equipped to assist the caller and provide a quick resolution to their problem.
If you’d like to learn more about how to answer the phone professionally, check out our short, practical, easy to phone skills training videos at Customer Service Training Videos at canity.com.
