Definition: The transfer rate refers to the percentage of customer interactions that are transferred to another agent or department within the organization. This may be due to the interaction being incorrectly routed or the receiving representative lacking the skills or capabilities to provide a complete resolution.
Calculation: (Number of Transferred Contacts / Total Number of Contacts Received) * 100
Benchmark: Lower transfer rates are generally preferred as they indicate that most customer inquiries are resolved by the initial agent without requiring escalation.
Importance: A high transfer rate indicates where there may be skills or competency gaps or opportunities to improve contact routing processes. Addressing these may improve customer experience, lower the number of individual agents or departments required, and unlock other synergies.
Strategies for Managing Transfer Rate:
- Comprehensive Training: Ensure that representatives are well-trained and equipped with the knowledge and skills necessary to handle a wide range of customer inquiries without the need for transfers.
- Enhanced Call Routing: Implement intelligent contact routing and distribution systems to direct interaction to the most suitable representatives and lessen the likelihood of errors caused by customer selection.
- Escalation Procedures: Establish clear escalation procedures to reduce incidents where contacts are being transferred incorrectly.
- Post-Interaction Analysis: Analyze interactions that lead to transfers to identify patterns or recurring issues that may require further training or process improvements.
Alternate Terms: Call transfer rate, Transfer percentage.