What is 'warm transfer call' in SAP CS - Customer Service?

warm transfer call - Overview

• Component: CS

• Component Name: Customer Service

• Description: Call in which an agent asks another agent to accept a call before transferring the call.

warm transfer call - Details

• 
  Key Concepts: 
  A warm transfer call is a type of customer service call in SAP Customer Service (CS) where the customer service representative (CSR) transfers the customer to another CSR without disconnecting the call. This allows the customer to continue their conversation with the new CSR without having to repeat their issue or wait for a response. 
  
  How to use it: 
  In order to use a warm transfer call, the CSR must first identify the customer’s issue and determine if it can be resolved by another CSR. If so, the CSR can initiate a warm transfer by informing the customer that they will be transferring them to another CSR who can better assist them. The CSR then transfers the call and provides any necessary information to the new CSR. 
  
  Tips & Tricks: 
  When initiating a warm transfer, it is important for the CSR to provide as much information as possible about the customer’s issue so that the new CSR can quickly and accurately address it. Additionally, it is important for the CSR to remain on the line until the new CSR has taken over and is ready to assist the customer. 
  
  Related Information: 
  Warm transfers are just one of many tools available in SAP Customer Service. Other tools include automated voice response systems, chatbots, and self-service portals. All of these tools are designed to help