What is Call Transfer Rate?
Call transfer rate is a performance metric that shows how frequently calls are passed from the first agent who answers them to another agent or department.
It’s calculated by dividing the number of transferred calls by the total number of inbound calls handled, then multiplying by 100 to get a percentage.
For example, if a contact centre receives 1,000 calls in a week and 150 of those are transferred, the call transfer rate would be 15%.
While some transfers are necessary such as when a customer needs specialist support excessive transfers can frustrate customers, increase handling time, and reduce operational efficiency.
In contact centre and customer service environments, monitoring the call transfer rate helps managers:
- Identify potential weaknesses in call routing or IVR design.
- Spot training needs where agents may lack the skills or knowledge to resolve certain issues.
- Improve first contact resolution (FCR) by ensuring more calls are handled by the first agent.
- Reduce average handle time (AHT) by minimising unnecessary transfers.
While a low transfer rate is generally desirable, aiming for zero is unrealistic, as complex enquiries may require escalation.
The goal is to strike a balance where transfers occur only when they genuinely add value for the customer, such as providing access
to a more qualified agent or department.
Why Call Transfer Rate Matters
Call transfer rate affects both customer satisfaction and operational efficiency. By keeping unnecessary transfers to a minimum,
contact centres can shorten call durations, improve FCR, and deliver a smoother customer experience.
Related Terms:
- First Contact Resolution (FCR)
- Interactive Voice Response (IVR)
- Average Handle Time (AHT)
- Call Routing
- Escalation