Why is it vital to transfer context?
When you want to transfer your call to a different agent, there is often the danger that the next agent does not comprehend the situation in its entirety. Expecting the customer to repeat the entire problem will only escalate the existing situation.
How to transfer context through notes in Freshcaller?
1. Jot down the key conversation points during a call in Call Notes as shown below.
2. If you have to transfer the call, click on the call transfer icon which shows you a list of available agents/groups who are free to attend your call.
3. Transfer the call to the right agent and your notes get transferred to the agent along with the phone call. The new agent has the entire context of the current conversation readily available and the customer does not have to repeat the entire problem statement.