Warm transfer: what it means in pay per call

Warm transfer: A transfer in which the first agent stays on the line to introduce the caller to the receiving agent before dropping off.

How it works in pay per call

Warm transfers usually convert better than cold transfers because the receiving agent gets context and the consumer hears a hand-off instead of hold music. They cost more agent time on the transferring side.

In a pay-per-call setup, the buffer timer usually starts when the buyer's line answers. Agree with the buyer on whether the introduction time counts toward the buffer, and make sure your platform's recording captures the full hand-off for dispute resolution.

Example

Example: 'Hi Maria, I have John on the line. He's in Ohio and wants to compare final expense options.' Then the first agent drops off. With a cold transfer, John would simply hear ringing until Maria answers.