A handover, not a blind transfer.
Some conversations belong to a person. Then the assistant says who is calling and what it is about — and your colleague joins informed instead of starting from zero.
How the handover works
A briefing first
Before the call is put through, your team hears in two sentences who is calling and what is settled.
The right person, not the next one
Transfer by topic, location, language and time of day — to the person or group responsible.
A safety net
If nobody answers, the call does not end in nothing: the assistant takes over again and logs a callback.
Clear triggers
You define when to transfer: certain topics, complaints, key accounts or simply when the caller asks.
How a transfer runs
- 1
Recognise
The assistant notices from the request or the tone that a person should take over.
- 2
Announce
The caller is told what happens. In parallel your team gets the briefing.
- 3
Connect or catch
If the connection works, the call continues. If not, a documented callback follows.
When to transfer
- Complaints and escalations
- Negotiations and special terms
- Emergencies that must reach the on-call team
- Callers who explicitly ask for a person
Get transferred yourself.
Say in the demo call that you want to speak to a person — and hear what your team receives.