What is Average Call Transfer Rate?

The Average Call Transfer Rate is the percentage of customer calls that are transferred or routed to another team member, department, or queue in order to be completed or resolved. This metric helps in understanding how often calls need to be redirected to achieve resolution.

How to Calculate Average Call Transfer Rate

To calculate the average call transfer rate, you can use the following formula:

For example, if your contact center handled 2,000 calls in a month and 150 of those calls were transferred, the call transfer rate would be:

Why Average Call Transfer Rate Matters

The Average Call Transfer Rate is important for several reasons:

• Customer Experience: High transfer rates can lead to customer frustration and dissatisfaction.
• Efficiency: Frequent transfers may indicate inefficiencies in call routing or agent training.
• Resource Allocation: Understanding transfer rates can help in better resource planning and training needs.

Factors Influencing Average Call Transfer Rate

Several factors can impact the Average Call Transfer Rate:

• Agent Training: Well-trained agents are less likely to transfer calls unnecessarily.
• Call Routing Systems: Efficient call routing systems can reduce the need for transfers.
• Complexity of Inquiries: More complex inquiries may require transfers to specialized departments.
• Communication Clarity: Clear communication can reduce misunderstandings and the need for transfers.

Strategies to Improve Average Call Transfer Rate

To reduce the Average Call Transfer Rate, consider the following strategies:

• Enhance Agent Training: Provide comprehensive training to ensure agents can handle a wide range of inquiries.
• Optimize Call Routing: Implement advanced call routing systems to direct calls to the right department initially.
• Improve Knowledge Bases: Equip agents with robust knowledge bases to handle inquiries without needing to transfer.
• Monitor and Analyze: Regularly monitor transfer rates and analyze the reasons behind transfers to identify areas for improvement.

Related Terms

• First Call Resolution (FCR): The percentage of calls resolved during the first interaction without the need for follow-up.
• Call Abandonment Rate: The percentage of calls that are terminated by the caller before reaching an agent.
• Average Handling Time (AHT): The average duration of a call, including talk time and any after-call work.

Conclusion

The Average Call Transfer Rate is a crucial metric for understanding and improving customer service efficiency. By monitoring and optimizing this rate, companies can enhance customer satisfaction, reduce operational inefficiencies, and better allocate resources.