{"id":231278,"date":"2024-07-30T09:30:23","date_gmt":"2024-07-30T07:30:23","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/cum-sa-transferati-un-apel-in-mod-eficient-un-ghid-pas-cu-pas\/"},"modified":"2024-08-07T10:03:50","modified_gmt":"2024-08-07T08:03:50","slug":"cum-sa-transferati-un-apel-in-mod-eficient-un-ghid-pas-cu-pas","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/cum-sa-transferati-un-apel-in-mod-eficient-un-ghid-pas-cu-pas\/","title":{"rendered":"Cum s\u0103 transfera\u021bi un apel \u00een mod eficient: Un ghid pas cu pas"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading has-text-align-left has-black-color has-text-color\"><strong>Un ghid pas cu pas despre cum s\u0103 transfera\u021bi un apel \u00een mod eficient<\/strong><\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"   href=\"https:\/\/test-staging.cloudtalk.io\/demo\/\" style=\"border-radius:3px\">CONTACT V\u00c2NZ\u0102RI<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"   href=\"https:\/\/test-staging.cloudtalk.io\/signup\/\" style=\"border-radius:3px\">\u00ceNCEARC\u0102 GRATUIT<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/blog-illustration-2.svg\" alt=\"\" class=\"wp-image-219782\"\/><\/figure>\n\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">Cercet\u0103rile arat\u0103 c\u0103 83% dintre clien\u021bi se a\u0219teapt\u0103 ca problemele lor s\u0103 fie rezolvate la prima \u00eencercare.\nAcest lucru nu este \u00eentotdeauna posibil imediat, dar pute\u021bi totu\u0219i s\u0103 pune\u021bi clientul \u00een a\u0219teptare p\u00e2n\u0103 c\u00e2nd g\u0103si\u021bi solu\u021bia, nu-i a\u0219a? <\/p>\n\n\n\n<p>Ei bine, da, dar s-ar putea s\u0103 v\u0103 coste mai mult dec\u00e2t a\u021bi crede.\nC\u0103utarea r\u0103spunsului poate dura p\u00e2n\u0103 la 5 minute.\n\u0218i pute\u021bi <a href=\"https:\/\/www.universalclass.com\/articles\/business\/business-telephone-call-etiquette-call-transfers-and-holds.htm\" target=\"_blank\" rel=\"noopener\"><strong>pierde\u021bi clientul dup\u0103 prima<\/strong><\/a>.    <\/p>\n\n\n\n<p>Dup\u0103 <strong>60 de secunde<\/strong> de a\u0219teptare, 30% dintre apelan\u021bi \u00eenchid.<\/p>\n\n\n\n<p>Dup\u0103 <strong>90 de secunde <\/strong>de a\u0219teptare, mai mult de 50% dintre apelan\u021bi \u00eenchid.<\/p>\n\n\n\n<p>Dup\u0103 <strong>2 minute<\/strong> de a\u0219teptare, 80% dintre apelan\u021bi \u00eenchid.<\/p>\n\n\n\n<p>Mul\u021bi dintre ei nu sun\u0103 niciodat\u0103 \u00eenapoi.<\/p>\n\n\n\n<p>Din fericire, exist\u0103 o solu\u021bie u\u0219oar\u0103 care economise\u0219te timp at\u00e2t pentru angaja\u021bi, c\u00e2t \u0219i pentru clien\u021bi. <strong>Transferul apelurilor permite agen\u021bilor s\u0103 redirec\u021bioneze cu u\u0219urin\u021b\u0103 apelurile<\/strong> c\u0103tre un alt membru al echipei sau departament.  <\/p>\n\n\n\n<p>\u00cen acest ghid cuprinz\u0103tor privind transferul apelurilor, vom analiza \u00een profunzime cum func\u021bioneaz\u0103, cum s\u0103 transfera\u021bi apelurile c\u0103tre un alt telefon \u0219i care sunt cele mai bune practici.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Principalele concluzii:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Cunoa\u0219terea diferen\u021bei dintre transferul apelurilor \u0219i redirec\u021bionarea apelurilor este esen\u021bial\u0103 pentru gestionarea eficient\u0103 a apelurilor.\nTransferul apelurilor implic\u0103 redirec\u021bionarea unui apel \u00een direct dup\u0103 r\u0103spuns, \u00een timp ce Redirec\u021bionarea apelurilor direc\u021bioneaz\u0103 automat apelurile pe baza unor reguli predefinite \u00eenainte de orice interac\u021biune. <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Transferurile eficiente de apeluri necesit\u0103 o comunicare clar\u0103, cum ar fi explicarea motivului transferului, solicitarea permisiunii \u0219i asigurarea faptului c\u0103 clientul este informat pe tot parcursul procesului.\nAcest lucru minimizeaz\u0103 confuzia \u0219i \u00eembun\u0103t\u0103\u021be\u0219te experien\u021ba clientului. <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Utiliza\u021bi func\u021bii de telefonie VoIP precum \u00eenregistrarea, monitorizarea \u0219i etichetarea apelurilor pentru a optimiza transferurile de apeluri.\nAceste instrumente v\u0103 ajut\u0103 s\u0103 urm\u0103ri\u021bi performan\u021ba, s\u0103 oferi\u021bi servicii personalizate clien\u021bilor \u0219i s\u0103 v\u0103 asigura\u021bi c\u0103 apelurile sunt direc\u021bionate eficient c\u0103tre agen\u021bii potrivi\u021bi, indiferent de loca\u021bie. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Diferen\u021ba dintre transferul apelurilor \u0219i redirec\u021bionarea apelurilor<\/strong><\/h2>\n\n\n\n<p>De\u0219i aceste dou\u0103 concepte par a fi acela\u0219i lucru, de fapt nu sunt.\nDac\u0103 gestiona\u021bi o echip\u0103 de asisten\u021b\u0103 sau de v\u00e2nz\u0103ri, trebuie s\u0103 \u00een\u021belege\u021bi nuan\u021bele delicate dintre ele.   <\/p>\n\n\n\n<p>Vom analiza fiecare dintre ele \u00een parte, dar iat\u0103 care este cea mai fundamental\u0103 diferen\u021b\u0103:<\/p>\n\n\n\n<p>Redirec\u021bionarea <strong>apelurilor este<\/strong> un apel primit care este direc\u021bionat c\u0103tre un num\u0103r diferit <em>\u00eenainte de<\/em> a i se r\u0103spunde.  <\/p>\n\n\n\n<p><strong>Transferul de apel este<\/strong> un apel primit care este direc\u021bionat c\u0103tre un num\u0103r diferit <em>dup\u0103<\/em> ce a fost preluat.<\/p>\n\n\n\n<p>Acum c\u0103 a\u021bi \u00een\u021beles elementele de baz\u0103, haide\u021bi s\u0103 le aprofund\u0103m:<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Ce este transferul de apeluri?<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/call-transfers\/\" target=\"_blank\" rel=\"noreferrer noopener\">Transferul apelurilor<\/a> permite agen\u021bilor dvs. s\u0103 mute un apel \u00een direct de pe o linie pe alta \u00eentr-un mod foarte rapid \u0219i eficient.\nSpre deosebire de Redirec\u021bionarea apelurilor, aceasta necesit\u0103 ca o persoan\u0103 s\u0103 interac\u021bioneze mai \u00eent\u00e2i cu clientul, deoarece transferul apelului este posibil numai dup\u0103 ce acesta a fost preluat. <\/p>\n\n\n\n<p>Pentru a v\u0103 ajuta s\u0103 v\u0103 imagina\u021bi o situa\u021bie \u00een care agen\u021bii dvs. pot utiliza transferul de apeluri, s\u0103 spunem c\u0103 un client a sunat cu o problem\u0103 de facturare, dar a ajuns la asisten\u021ba tehnic\u0103.\nAgentul dvs. de asisten\u021b\u0103 tehnic\u0103 poate direc\u021biona cu u\u0219urin\u021b\u0103 apelul c\u0103tre departamentul financiar, f\u0103r\u0103 ca clientul s\u0103 fie nevoit s\u0103 sune din nou \u0219i s\u0103 r\u0103m\u00e2n\u0103 blocat la coad\u0103.   <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>Fapt interesant <\/strong>: Reducerea timpilor de a\u0219teptare v\u0103 ajut\u0103 \u0219i din punct de vedere financiar.\nDe exemplu, consumatorii americani petrec \u00een <a href=\"https:\/\/hbr.org\/2019\/02\/why-is-customer-service-so-bad-because-its-profitable\" target=\"_blank\" rel=\"noreferrer noopener\">medie 13 ore pe an<\/a> bloca\u021bi \u00een cozile de a\u0219teptare, ceea ce cost\u0103 \u00eentreprinderile aproximativ 38 de miliarde de dolari. <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>Dar s\u0103 revenim la subiect.<\/p>\n\n\n\n<p>Transferul apelurilor poate fi utilizat at\u00e2t pe telefoanele mobile, c\u00e2t \u0219i pe cele de birou.\nCu ajutorul tehnologiei de telefonie VoIP, pute\u021bi transfera un apel c\u0103tre oricine, oriunde, indiferent de loca\u021bia sa fizic\u0103.\nEste nevoie doar de c\u00e2teva clicuri \u00een interfa\u021ba softphone-ului dvs.    <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-1024x576.png\" alt=\"hubs&amp;amp;spokes infografic transfer de apeluri 5\" class=\"wp-image-220505\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Tipuri de transfer de apeluri<\/strong><\/h2>\n\n\n\n<p>Tocmai am explicat elementele de baz\u0103 ale transferului de apeluri, dar mai sunt multe de \u00eenv\u0103\u021bat.\nDac\u0103 dori\u021bi s\u0103 \u00een\u021belege\u021bi pe deplin aceast\u0103 func\u021bie, trebuie s\u0103 cunoa\u0219te\u021bi diferitele tipuri. <\/p>\n\n\n\n<p>Principalele dou\u0103 sunt apelurile calde \u0219i cold transfer.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Ce este transferul la cald?<\/strong><\/h3>\n\n\n\n<p>Putem descrie transferul cald ca o trecere prietenoas\u0103 a tor\u021bei de la un agent la altul.\nSpre deosebire de cold transfer, exist\u0103 un pas suplimentar \u00eentre discu\u021bia cu clien\u021bii \u0219i redirec\u021bionarea lor c\u0103tre altcineva.   <\/p>\n\n\n\n<p>Atunci c\u00e2nd se utilizeaz\u0103 transferul cald, destinatarul apelului contacteaz\u0103 \u0219i vorbe\u0219te mai \u00eent\u00e2i cu un alt agent \u00eenainte de a transfera apelul.  <\/p>\n\n\n\n<p><strong>S\u0103 ne uit\u0103m la un exemplu practic:<\/strong><\/p>\n\n\n\n<p>John, agentul de comer\u021b electronic, prime\u0219te un apel de la un client.\nCu toate acestea, clientul trebuie s\u0103 vorbeasc\u0103 cu asisten\u021ba tehnic\u0103.\nAstfel, John trebuie s\u0103 direc\u021bioneze <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-call-routing\/\" target=\"_blank\" rel=\"noreferrer noopener\">apelul<\/a> c\u0103tre Johanna, un specialist \u00een produse.    <\/p>\n\n\n\n<p>Dar, \u00een loc s\u0103 \u00eei transmit\u0103 orbe\u0219te cazul, el vorbe\u0219te mai \u00eent\u00e2i cu ea.\nEl explic\u0103 cazul clientului \u0219i apoi transfer\u0103 apelul c\u0103tre asisten\u021ba tehnic\u0103.\n\u00cen acest fel, Johanna \u0219tie exact la ce s\u0103 se a\u0219tepte, iar clientul nu trebuie s\u0103 se repete.  <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>Sfat profesional: <\/strong>Pentru a informa un alt agent, destinatarul apelului ini\u021bial va trebui s\u0103 pun\u0103 clien\u021bii \u00een a\u0219teptare.\nAm subliniat de mai multe ori c\u00e2t de nepopular este acest lucru.\nPentru a ad\u0103uga \u0219i mai multe cifre la ecua\u021bie, punerea \u00een a\u0219teptare poate duce, de fapt, la <a href=\"https:\/\/www.teneo.ai\/blog\/decreasing-call-transfers-and-improving-customer-experience\" target=\"_blank\" rel=\"noreferrer noopener\">sc\u0103derea cu 15%<\/a> a ratei de <a href=\"https:\/\/www.teneo.ai\/blog\/decreasing-call-transfers-and-improving-customer-experience\" target=\"_blank\" rel=\"noreferrer noopener\">satisfac\u021bie<\/a> a clien\u021bilor \u0219i cu 19% a FCR.    <\/p>\n\n\n\n<p>Prin urmare, este foarte important s\u0103 \u00eei anun\u021ba\u021bi c\u0103 sunt pu\u0219i \u00een a\u0219teptare.\nDe asemenea, ar trebui s\u0103 umple\u021bi t\u0103cerea cu o muzic\u0103 de a\u0219teptare pl\u0103cut\u0103.\n\u00cen caz contrar, apelan\u021bii pot crede c\u0103 au pierdut leg\u0103tura \u0219i pot abandona apelul.  <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Care sunt beneficiile transferului la cald?  <\/strong><\/h4>\n\n\n\n<p>Da, clien\u021bii nu trebuie s\u0103 se repete.\n\u0218ti\u021bi deja asta.\nDar transferul apelurilor calde v\u0103 ofer\u0103 mai mult dec\u00e2t at\u00e2t.    <\/p>\n\n\n\n<p>De exemplu, dac\u0103 un alt agent \u0219tie cine sun\u0103 \u0219i de ce, acesta poate preg\u0103ti un r\u0103spuns personalizat.\nJohanna noastr\u0103 poate saluta clientul dup\u0103 prenume \u0219i poate avea un r\u0103spuns preg\u0103tit din timp pentru problema sa.   <\/p>\n\n\n\n<p>Poate fi suficient timp pentru a deschide un articol din baza de cuno\u0219tin\u021be sau pentru a g\u0103si rapid apelantul \u00een istoricul clien\u021bilor.\nFaptul c\u0103 sunte\u021bi preg\u0103tit pentru orice ar avea de spus clien\u021bii \u00eei face pe ace\u0219tia s\u0103 se simt\u0103 aprecia\u021bi \u0219i le economise\u0219te timpul.   <\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>C\u00e2nd s\u0103 utiliza\u021bi transferul la cald?<\/strong><\/h4>\n\n\n\n<p>Transferul cald ar trebui utilizat atunci c\u00e2nd clien\u021bii au nevoie de ajutor \u00eentr-o problem\u0103 complex\u0103 care necesit\u0103 expertiz\u0103 specific\u0103 sau explica\u021bii detaliate.<\/p>\n\n\n\n<p>Este potrivit atunci c\u00e2nd se escaladeaz\u0103 un caz complicat, se confrunt\u0103 cu o situa\u021bie emo\u021bional\u0103 sau se discut\u0103 un subiect sensibil.\nTransferul cald construie\u0219te rela\u021biile cu clien\u021bii mult mai bine dec\u00e2t cel rece (ve\u021bi afla de ce foarte cur\u00e2nd), ofer\u0103 o atingere personal\u0103 \u0219i ofer\u0103 o \u0219ans\u0103 mult mai mare de a rezolva rapid orice problem\u0103. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Exemple de scripturi de transfer cald<\/strong><\/h4>\n\n\n\n<p>Scripturile pot ajuta agen\u021bii s\u0103 \u00ee\u0219i transfere apelurile cu \u00eencredere \u0219i s\u0103 preg\u0103teasc\u0103 clien\u021bii pentru timpul scurt de a\u0219teptare care urmeaz\u0103.  <\/p>\n\n\n\n<p><strong>Iat\u0103 c\u00e2teva pe care ar trebui s\u0103 le \u00eencerca\u021bi c\u00e2nd&#8230;  <\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;un agent nu are experien\u021ba necesar\u0103: <\/strong>Agen\u021bii trebuie s\u0103 clarifice faptul c\u0103 nu trimit clientul \u00een alt\u0103 parte pentru c\u0103 pur \u0219i simplu nu doresc s\u0103 aib\u0103 de-a face cu el.\nClien\u021bii trebuie s\u0103 simt\u0103 c\u0103 primesc un tratament de top prin transfer.   <\/li>\n<\/ul>\n\n\n\n<p><em>&#8222;V\u0103 mul\u021bumesc pentru c\u0103 mi-a\u021bi \u00eemp\u0103rt\u0103\u0219it aceast\u0103 problem\u0103. Cred c\u0103 colega mea Johanna v\u0103 poate oferi informa\u021bii mai detaliate. Ea v\u0103 va ajuta s\u0103 v\u0103 rezolva\u021bi problema \u00een cel mai scurt timp. Pot s\u0103 v\u0103 fac leg\u0103tura cu ea? Va dura doar un minut.&#8221;  <\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;transferarea unui client VIP:<\/strong> Chiar dac\u0103 fiecare client conteaz\u0103, fiecare afacere are persoane care conteaz\u0103 mai mult.\nAgen\u021bii dvs. trebuie s\u0103 \u00eei fac\u0103 s\u0103 se simt\u0103 speciali \u0219i s\u0103 le ofere o experien\u021b\u0103 personalizat\u0103 prin conectarea lor cu executivul dedicat. <\/li>\n<\/ul>\n\n\n\n<p><em>&#8222;Bun\u0103 ziua, domnule Smith, m\u0103 bucur s\u0103 aud de dumneavoastr\u0103. Cred c\u0103 sunte\u021bi foarte des \u00een contact cu colega mea Claire, nu-i a\u0219a? Nu m-a\u0219 bucura dac\u0103 ar trebui s\u0103-mi explica\u021bi problema dumneavoastr\u0103 de la zero. Vre\u021bi s\u0103 v\u0103 fac leg\u0103tura cu ea?&#8221;<\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;s\u0103 se confrunte cu un client furios: <\/strong>Agen\u021bii trebuie s\u0103 manifeste empatie \u0219i s\u0103 recunoasc\u0103 faptul c\u0103 clientul are un motiv \u00eentemeiat pentru a fi frustrat.\nDe asemenea, este bine s\u0103 repete problema lor.\nEi vor fi siguri c\u0103 agentul le \u00een\u021belege problema \u0219i o ia \u00een serios.  <\/li>\n<\/ul>\n\n\n\n<p><em>&#8222;\u00cemi pot imagina c\u00e2t de frustrant este s\u0103 ai de-a face cu o comand\u0103 pierdut\u0103. Vom face tot posibilul s\u0103 o rezolv\u0103m rapid. Cred c\u0103 colegul meu John de la e-commerce o poate localiza \u00een cel mai scurt timp pentru dvs. Este \u00een regul\u0103 dac\u0103 v\u0103 fac leg\u0103tura cu el? Va dura doar un minut.&#8221;<\/em><\/p>\n\n\n\n<p>Acestea au fost c\u00e2teva exemple ale modului \u00een care agen\u021bii pot preg\u0103ti clientul pentru a fi transferat, dar cum s\u0103 \u00ee\u0219i preg\u0103teasc\u0103 colegii?\nDin fericire, este mult mai u\u0219or.   <\/p>\n\n\n\n<p><strong>Iat\u0103 un scenariu ideal:<\/strong><\/p>\n\n\n\n<p><em>&#8222;Bun\u0103 Claire, sunt John. O am la telefon pe doamna (numele clientului). A sunat \u00een leg\u0103tur\u0103 cu (o scurt\u0103 explica\u021bie a problemei) \u0219i ar dori s\u0103 vorbeasc\u0103 cu tine. E\u0219ti preg\u0103tit\u0103 pentru transfer?&#8221;<\/em><\/p>\n\n\n\n<div class=\"wp-block-group blog-related-posts\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h6 class=\"wp-block-heading\">Articole recomandate<\/h6>\n\n\n\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Recomandate<\/p>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/business-phone-features\/\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/business-phone-features\/\">Func\u021bii esen\u021biale ale telefoniei pentru afaceri<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/business-phone-features\/\" target=\"_blank\" rel=\"noreferrer noopener\">Numere interna\u021bionale &#8211; cum s\u0103 ob\u021bine\u021bi unul?<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-a-toll-free-number-and-how-do-you-get-one\/\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-a-toll-free-number-and-how-do-you-get-one\/\">Ce sunt numerele gratuite?<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/how-to-get-a-voip-number-complete-guide\/\" target=\"_blank\" rel=\"noreferrer noopener\">Ghid pentru ob\u021binerea unui num\u0103r VoIP<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/ivr-self-service-best-practices\/\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/ivr-self-service-best-practices\/\">IVR self-service: cele mai bune practici<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-features\/\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-features\/\">Top 25+ caracteristici ale centrelor de apel pentru 2024<\/a><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Ce este cold transfer?<\/strong><\/h3>\n\n\n\n<p>Transferul cold transfer, cunoscut \u0219i sub denumirea de transfer orb, are loc atunci c\u00e2nd un agent transfer\u0103 un apel c\u0103tre un alt agent f\u0103r\u0103 a-l anun\u021ba \u00een prealabil.  <\/p>\n\n\n\n<p>Pur \u0219i simplu, imagina\u021bi-v\u0103 c\u0103 John are un client care trebuie s\u0103 vorbeasc\u0103 cu asisten\u021ba tehnic\u0103.\nDar, de data aceasta, el nu vorbe\u0219te \u00een prealabil cu Johanna, preg\u0103tind-o pentru un apel primit.\nEl pur \u0219i simplu direc\u021bioneaz\u0103 clientul f\u0103r\u0103 un avertisment prealabil.  <\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Care sunt beneficiile cold transfer?  <\/strong><\/h4>\n\n\n\n<p>Cel mai mare beneficiu al cold transfer-ului este viteza.\nPot exista probleme urgente sau clien\u021bi care pur \u0219i simplu nu vor s\u0103 a\u0219tepte.\nCold transfer \u00eei conecteaz\u0103 cu un expert \u00eentr-o secund\u0103, f\u0103r\u0103 a fi nevoi\u021bi s\u0103 a\u0219tepte \u00een a\u0219teptare.\nAcest lucru poate reduce rata de abandonare a apelurilor.     <\/p>\n\n\n\n<p>Totu\u0219i, sincer, transferul cold transfer are multe dezavantaje \u00een compara\u021bie cu transferul cald.\n\u00cen primul r\u00e2nd, agentul nu \u0219tie ce i se preg\u0103te\u0219te.\nDar pot exista consecin\u021be mai grave.\nF\u0103r\u0103 a \u00eencerca mai \u00eent\u00e2i s\u0103 intra\u021bi \u00een leg\u0103tur\u0103 cu un agent, nu este clar dac\u0103 cineva este disponibil pentru a prelua apelul.     <\/p>\n\n\n\n<p>Se poate \u00eent\u00e2mpla, atunci, ca apelul s\u0103 ajung\u0103 direct la Mesagerie vocal\u0103.\nUn agent care promite o asisten\u021b\u0103 mai bun\u0103 din partea altcuiva, dar care, \u00een schimb, direc\u021bioneaz\u0103 apelul c\u0103tre o c\u0103su\u021b\u0103 de mesagerie vocal\u0103, nu arat\u0103 prea bine \u00een ochii clientului. <\/p>\n\n\n\n<p>\u00cen plus, clien\u021bii vor fi nevoi\u021bi s\u0103 \u00ee\u0219i repete problema \u0219i s-ar putea s\u0103 nu aib\u0103 parte de contactul personal pe care l-ar primi dac\u0103 agentul ar \u0219ti c\u0103 prime\u0219te apelul telefonic.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>C\u00e2nd s\u0103 utiliza\u021bi cold transfer?<\/strong><\/h4>\n\n\n\n<p>A\u0219a cum am spus, atunci c\u00e2nd situa\u021bia necesit\u0103 o abordare rapid\u0103.\nPe l\u00e2ng\u0103 clien\u021bii ner\u0103bd\u0103tori \u0219i cazurile urgente, call center-ul dvs. poate avea un volum extrem de mare de apeluri.\nAtunci c\u00e2nd fiecare secund\u0103 conteaz\u0103 \u0219i este vorba de cantitate \u00eenainte de calitate <em>(excep\u021bional\u0103) <\/em>, probabil c\u0103 nu este cea mai bun\u0103 idee s\u0103 o irosi\u021bi discut\u00e2nd cu colegii.\nEste mai bine s\u0103 transfera\u021bi imediat apelul.   <\/p>\n\n\n\n<p>De asemenea, pot exista momente \u00een care cazul unui client este at\u00e2t de simplu \u00eenc\u00e2t nu necesit\u0103 nicio explica\u021bie.\nS\u0103 spunem c\u0103 clientul dore\u0219te s\u0103 afle num\u0103rul transportului s\u0103u.\nNu are prea multe de repetat, iar agentul nu are nevoie de niciun context suplimentar.  <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>Sfat profesional: <\/strong>Doar pentru c\u0103 un agent nu vorbe\u0219te mai \u00eent\u00e2i cu colegul s\u0103u, nu \u00eenseamn\u0103 c\u0103 nu trebuie s\u0103 anun\u021be clien\u021bii despre transfer.\nDe asemenea, ar trebui s\u0103 le ofere un num\u0103r de apel \u00eenapoi \u00een cazul \u00een care apelul este deconectat. <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-1024x576.png\" alt=\"hubs&amp;amp;spokes infografic transfer de apel 1\" class=\"wp-image-220557\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div style=\"height:34px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Alte tipuri de clasificare a transferului de apeluri<\/strong><\/h3>\n\n\n\n<div style=\"height:14px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Transferul apelurilor primite:<\/strong> se concentreaz\u0103 pe gestionarea apelurilor primite de la clien\u021bi care au nevoie de asisten\u021b\u0103 sau informa\u021bii.\nAcesta poate acoperi \u00eentreb\u0103ri legate de comer\u021bul electronic, cum ar fi localizarea unui pachet, depanarea tehnic\u0103, \u00eendrumarea \u00een utilizarea produsului sau serviciului dvs. etc. <br\/><\/li>\n\n\n\n<li><strong>Transferul apelurilor de ie\u0219ire:<\/strong> se refer\u0103 la apelurile de ie\u0219ire c\u0103tre clien\u021bi poten\u021biali sau clien\u021bi actuali pentru promovarea produselor, oferirea de servicii, upselling \u0219i a\u0219a mai departe.<br\/><\/li>\n\n\n\n<li><strong>Transferarea simultan\u0103 a apelurilor: <\/strong>este un termen utilizat pentru direc\u021bionarea apelurilor c\u0103tre mai mul\u021bi destinatari \u00een acela\u0219i timp.\nClien\u021bii au o \u0219ans\u0103 mai mare de a evita mesageria vocal\u0103 dac\u0103 sunt conecta\u021bi la mai mul\u021bi agen\u021bi.\nPrimul care este liber va r\u0103spunde.  <br\/><\/li>\n\n\n\n<li><strong>Transferul apelurilor de la Mesagerie vocal\u0103: <\/strong>Da, am spus c\u0103 nu este cel mai bine c\u00e2nd un client ajunge \u00een Mesagerie vocal\u0103.\nCu toate acestea, vor exista cazuri \u00een care chiar v\u0103 dori\u021bi acest lucru.\nImagina\u021bi-v\u0103 c\u0103 dvs.  <strong> <\/strong>agen\u021bii nu sunt disponibili din cauza unei s\u0103rb\u0103tori.\nAtunci este un moment excelent pentru a transfera apelurile direct la Mesagerie vocal\u0103 \u00een loc s\u0103 abandona\u021bi aceste oportunit\u0103\u021bi. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Ce este Redirec\u021bionarea apelurilor?<\/strong><\/h2>\n\n\n\n<p>Atunci c\u00e2nd se utilizeaz\u0103 Redirec\u021bionarea apelurilor, un apel telefonic este redirec\u021bionat de la un num\u0103r la altul direct, f\u0103r\u0103 nicio conversa\u021bie prealabil\u0103 cu un agent.\nProbabil c\u0103 apelantul nici nu va observa c\u0103 a fost redirec\u021bionat.   <\/p>\n\n\n\n<p>Unul dintre cele mai descriptive exemple de redirec\u021bionare a apelurilor este IVR <em>(Interactive Voice Response)<\/em>.\nAceast\u0103 func\u021bie de telefonie VoIP direc\u021bioneaz\u0103 apelurile c\u0103tre un anumit agent sau departament pe baza indica\u021biilor clientului.   <\/p>\n\n\n\n<p>Este celebrul<em> &#8222;Pentru asisten\u021b\u0103 tehnic\u0103, ap\u0103sa\u021bi 1. Pentru a verifica starea comenzii, ap\u0103sa\u021bi 2&#8230;&#8221;<\/em><\/p>\n\n\n\n<p>Redirec\u021bionarea apelurilor intr\u0103 \u00een joc \u00een momentul \u00een care un client alege o op\u021biune.\n\u00cen momentul \u00een care apas\u0103 tasta 1, Redirec\u021bionarea apelurilor direc\u021bioneaz\u0103 apelul de la num\u0103rul de telefon general al centrului dvs. de apeluri c\u0103tre o linie de asisten\u021b\u0103 tehnic\u0103.\nDac\u0103 apas\u0103 2, acela\u0219i lucru se \u00eent\u00e2mpl\u0103 cu departamentul de comer\u021b electronic.  <\/p>\n\n\n\n<p>\u00centregul proces este complet automatizat, ceea ce \u00eenseamn\u0103 c\u0103 nu exist\u0103 nicio interac\u021biune \u00eenainte de a fi conectat cu departamentul solicitat.  <\/p>\n\n\n\n<p>Dar este important s\u0103 \u00een\u021belege\u021bi c\u0103 redirec\u021bionarea apelurilor poate fi utilizat\u0103 pentru mai mult dec\u00e2t pentru a ajunge la departamentele corecte.\nPute\u021bi <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/how-to-forward-landline-to-a-cell-phone\/\" target=\"_blank\" rel=\"noreferrer noopener\">redirec\u021biona apelurile<\/a> \u00een func\u021bie de competen\u021bele lingvistice, fusurile orare, tipul de apel, disponibilitatea agentului sau chiar importan\u021ba clien\u021bilor pentru afacerea dvs.\nDac\u0103 niciun agent nu este disponibil, apelurile pot fi redirec\u021bionate c\u0103tre Mesagerie vocal\u0103, e-mail sau chat.  <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-1024x576.png\" alt=\"hubs&amp;amp;spokes infografic transfer de apeluri 4\" class=\"wp-image-220518\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><strong>De asemenea, oamenii folosesc redirec\u021bionarea apelurilor atunci c\u00e2nd&#8230;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;av\u00e2nd linii telefonice extrem de ocupate:<\/strong> Redirec\u021bionarea apelurilor v\u0103 permite s\u0103 redistribui\u021bi apelurile c\u0103tre diferite dispozitive externe \u0219i s\u0103 evita\u021bi congestionarea.  <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;este nevoie de o redistribuire imediat\u0103 a apelurilor: <\/strong>Un exemplu bun este o <a href=\"https:\/\/test-staging.cloudtalk.io\/emergency-call-center-solution\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>linie de urgen\u021b\u0103 medical\u0103<\/strong><\/a> sau dispeceratul poli\u021biei.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;de afaceri este utilizarea numerelor interna\u021bionale virtuale: <\/strong>Dac\u0103 un client sun\u0103 din Regatul Unit la num\u0103rul dvs. general, acesta este transferat automat la num\u0103rul dvs. de telefon din Regatul Unit, evit\u00e2nd astfel taxele de apel interna\u021bionale.<\/li>\n<\/ul>\n\n\n\n<p>Acum, c\u0103 \u0219ti\u021bi ce este Redirec\u021bionarea apelurilor \u0219i c\u00e2nd o pute\u021bi folosi, am dori s\u0103 analiz\u0103m beneficiile poten\u021biale ale acesteia pentru afacerea dvs.<\/p>\n\n\n\n<p><strong>Iat\u0103 3 avantaje principale ale redirec\u021bion\u0103rii apelurilor:  <\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Minimiza\u021bi abandonul apelurilor: <\/strong>Mai mult de <a href=\"https:\/\/www.universalclass.com\/articles\/business\/business-telephone-call-etiquette-call-transfers-and-holds.htm\" target=\"_blank\" rel=\"noreferrer noopener\">30% dintre apelan\u021bii plasa\u021bi \u00een a\u0219teptare \u00eenchid<\/a> \u0219i nu mai sun\u0103 niciodat\u0103 \u00eenapoi.\nPe scurt, atunci c\u00e2nd clien\u021bii v\u0103 contacteaz\u0103, se a\u0219teapt\u0103 la un r\u0103spuns rapid.\nCu Redirec\u021bionarea apelurilor, nu trebuie s\u0103 \u00eei l\u0103sa\u021bi s\u0103 a\u0219tepte \u0219i, eventual, s\u0103 abandoneze apelul.\nEi vor fi redirec\u021biona\u021bi automat c\u0103tre persoana pe care doresc s\u0103 o contacteze ori de c\u00e2te ori au nevoie.     <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Oferi\u021bi asisten\u021b\u0103 24\/7: <\/strong>Redirec\u021bionarea apelurilor poate direc\u021biona apelurile \u00een func\u021bie de fusul orar.\nS\u0103 spunem c\u0103 afacerea dvs. se afl\u0103 \u00een Washington, D.C., dar ave\u021bi un client care locuie\u0219te \u00een Filipine.\nAceasta este o diferen\u021b\u0103 de fus orar de 12 ore.\nCu toate acestea, nu trebuie s\u0103 trimite\u021bi solicitarea lor la Mesagerie vocal\u0103.\nNu trebuie s\u0103 a\u0219tepte p\u00e2n\u0103 la orele tale de lucru pentru a vorbi cu un om.\nDe asemenea, nu trebuie s\u0103 pune\u021bi angaja\u021bii s\u0103 lucreze \u00een ture de noapte.\nPur \u0219i simplu redirec\u021biona\u021bi apelurile c\u0103tre agen\u021bii dvs. din Filipine sau dintr-o zon\u0103 orar\u0103 similar\u0103.        <\/li>\n<\/ul>\n\n\n\n<p>\u00cen CloudTalk, oferim asisten\u021b\u0103 de top 24\/7 \u0219i v\u0103 garant\u0103m c\u0103 aceasta face diferen\u021ba.  <br\/><\/p>\n\n\n\n<p><strong>Citi\u021bi povestea de succes despre cum disponibilitatea noastr\u0103 non-stop a sprijinit <\/strong><a href=\"https:\/\/test-staging.cloudtalk.io\/planradar-customer-story\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>c\u0103l\u0103toria PlanRadar<\/strong><\/a><strong> c\u0103tre o cre\u0219tere cu 70% a eficien\u021bei \u00een gestionarea apelurilor<\/strong>:<\/p>\n\n\n\n<div class=\"wp-block-group blog-testimonial\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h6 class=\"wp-block-heading\">Ce a realizat PlanRadar cu CloudTalk?<\/h6>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Cre\u0219terea cu <strong>20%<\/strong> a eficien\u021bei agen\u021bilor<\/li>\n\n\n\n<li>Cre\u0219terea cu <strong>70%<\/strong> a eficien\u021bei \u00een gestionarea apelurilor<\/li>\n\n\n\n<li class=\"down\"><strong>3%<\/strong> Sc\u0103derea num\u0103rului de apeluri ratate<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1800\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1.png\" alt=\"\" class=\"wp-image-220125\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1.png 2560w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-300x211.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-1024x720.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-768x540.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-1536x1080.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-2048x1440.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-1055x742.png 1055w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-609x428.png 609w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-424x298.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-161x113.png 161w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-88x62.png 88w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:19px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Spori\u021bi eficien\u021ba \u0219i satisfac\u021bia agen\u021bilor:<\/strong> Participarea la apeluri care nu le sunt destinate necesit\u0103 mai mult timp dec\u00e2t dac\u0103 apelul ar ajunge pe o linie corect\u0103.\nDe asemenea, poate fi extrem de frustrant pentru agen\u021bi.\n\u0218i av\u00e2nd \u00een vedere c\u0103 un cost mediu de uzur\u0103 per agent poate ajunge la 10.000 &#8211; 21.000 de dolari, recomand\u0103m cu t\u0103rie s\u0103 \u00eei men\u021bine\u021bi mul\u021bumi\u021bi.  <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Transfer de apeluri vs. Redirec\u021bionarea apelurilor: Recapitulare<\/strong><\/h2>\n\n\n\n<p>Poate fi dificil s\u0103 v\u0103 aminti\u021bi avalan\u0219a de informa\u021bii pe care tocmai le-am \u00eemp\u0103rt\u0103\u0219it, dar nu v\u0103 face\u021bi griji, nu trebuie s\u0103 le reciti\u021bi pe toate.  <\/p>\n\n\n\n<p><strong>Iat\u0103 un scurt tabel pentru a rezuma cele mai importante informa\u021bii despre fiecare caracteristic\u0103:<\/strong><\/p>\n\n\n\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group ct-table-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns ct-table-header header-simple is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\">\n<p>Categorie<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Dialpad\">\n<div class=\"wp-block-group ct-table-header-group first-party-usage has-white-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\"><strong>Transfer apeluri<\/strong><\/p>\n<\/div><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"RingCentral\">\n<div class=\"wp-block-group ct-table-header-group third-party-usage\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\"><strong>Redirec\u021bionarea apelurilor<\/strong><\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Defini\u021bie<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Redirec\u021bionarea apelurilor c\u0103tre o alt\u0103 persoan\u0103 sau departament dup\u0103 ce agentul dvs. a preluat apelul.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Redirec\u021bionarea automat\u0103 a apelurilor \u00eenainte ca acestea s\u0103 fie preluate.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Ini\u021biere<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Manual de c\u0103tre un agent.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Automat de c\u0103tre un sistem cu reguli predefinite <em>(departament, fus orar, disponibilitate \u0219i altele)<\/em>.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Scop<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Evaluarea nevoilor apelan\u021bilor \u00eenainte de a-i direc\u021biona c\u0103tre persoana sau departamentul corect.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Asigurarea c\u0103 apelurile sunt preluate atunci c\u00e2nd nu este nevoie de un &#8222;intermediar&#8221; sau c\u00e2nd nu este nimeni disponibil.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Caz de utilizare<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Un recep\u021bioner r\u0103spunde la apel \u0219i \u00eel direc\u021bioneaz\u0103 c\u0103tre departamentul corect \u00een func\u021bie de nevoile clien\u021bilor.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>O func\u021bie, cum ar fi IVR, direc\u021bioneaz\u0103 apelul c\u0103tre agen\u021bii disponibili \u00een momentul respectiv pentru a evita timpii lungi de a\u0219teptare.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Nivelul de interac\u021biune<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Activ, destinatarul unui apel trebuie s\u0103 vorbeasc\u0103 cu un apelant \u00eenainte de a transfera apelul.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Pasiv, nu este necesar\u0103 nicio interac\u021biune \u00een direct \u00eentre destinatarul apelului \u0219i apelant \u00eenainte de a ajunge la o destina\u021bie corect\u0103.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Publicul \u021bint\u0103<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Utilizat de echipele de asisten\u021b\u0103 pentru clien\u021bi \u0219i de v\u00e2nz\u0103ri.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Utilizat de echipele de asisten\u021b\u0103 pentru clien\u021bi \u0219i de v\u00e2nz\u0103ri, dar adesea \u0219i de persoanele care \u00ee\u0219i gestioneaz\u0103 propriile linii telefonice ocupate.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:44px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Cum s\u0103 transfera\u021bi un apel al unui client c\u0103tre altcineva?<\/strong><\/h2>\n\n\n\n<p>A\u021bi \u00eenv\u0103\u021bat mult\u0103 teorie p\u00e2n\u0103 acum.\nAcum, s\u0103 vedem cum s\u0103 punem aceast\u0103 teorie \u00een practic\u0103. <\/p>\n\n\n\n<p>Transferarea unui apel este de fapt foarte simpl\u0103.\nCel mai adesea, agen\u021bii dvs. vor vedea un buton de transfer \u00een interfa\u021ba <a href=\"https:\/\/test-staging.cloudtalk.io\/softphone\/\" target=\"_blank\" rel=\"noreferrer noopener\">softphone-ului<\/a> lor.\nF\u0103c\u00e2nd clic pe acesta, ei vor trebui fie s\u0103 formeze o extensie, fie s\u0103 aleag\u0103 o persoan\u0103 dintr-o list\u0103 de agen\u021bi.    <\/p>\n\n\n\n<p><strong>Iat\u0103 cum func\u021bioneaz\u0103 de obicei diferitele tipuri de transfer de apeluri pe diferite dispozitive:<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Cum se execut\u0103 transferurile la cald?<\/strong><\/h3>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Aplica\u021bie desktop:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>\u00cen timpul unui apel activ, face\u021bi clic pe butonul &#8222;Transfer&#8221;.<\/li>\n\n\n\n<li>Selecta\u021bi &#8222;\u00centreab\u0103 mai \u00eent\u00e2i&#8221; pentru a pune apelul \u00een a\u0219teptare.<\/li>\n\n\n\n<li>Contacta\u021bi destinatarul pentru a-l informa cu privire la problema apelantului.<\/li>\n\n\n\n<li>Dup\u0103 ce accept\u0103 s\u0103 preia apelul, reveni\u021bi la fereastra de transfer \u0219i finaliza\u021bi transferul.<\/li>\n<\/ol>\n\n\n\n<p><strong>Aplica\u021bie mobil\u0103 iOS:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Atinge\u021bi butonul &#8222;Mai mult&#8221; \u00een timpul apelului.<\/li>\n\n\n\n<li>Selecta\u021bi &#8222;Transfer\u0103 apelant&#8221; \u0219i apoi &#8222;\u00centreab\u0103 acum&#8221; pentru a pune apelul \u00een a\u0219teptare.<\/li>\n\n\n\n<li>Forma\u021bi num\u0103rul destinatarului sau selecta\u021bi din contacte.<\/li>\n\n\n\n<li>Informa\u021bi destinatarul despre apel, apoi atinge\u021bi &#8222;Transfer&#8221; pentru a finaliza procesul.<\/li>\n<\/ol>\n\n\n\n<p><strong>Aplica\u021bie mobil\u0103 Android:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>\u00cen timpul apelului, atinge\u021bi pictograma &#8222;Transfer&#8221;.<\/li>\n\n\n\n<li>Alege\u021bi &#8222;\u00centreba\u021bi mai \u00eent\u00e2i&#8221; \u0219i pune\u021bi apelul \u00een a\u0219teptare.<\/li>\n\n\n\n<li>Suna\u021bi destinatarul, furniza\u021bi detaliile, iar dup\u0103 confirmare, reveni\u021bi la apel \u0219i ini\u021bia\u021bi transferul.<\/li>\n<\/ol>\n\n\n\n<div style=\"height:34px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-1024x576.png\" alt=\"hubs&amp;amp;spokes infografic transfer de apel 2\" class=\"wp-image-220544\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div style=\"height:34px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Cum se execut\u0103 cold transferurile<\/strong><\/h3>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Aplica\u021bie desktop:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Face\u021bi clic pe butonul &#8222;Transfer&#8221; \u00een timpul unui apel activ.<\/li>\n\n\n\n<li>Utiliza\u021bi func\u021bia de c\u0103utare pentru a g\u0103si persoana de contact sau introduce\u021bi manual num\u0103rul.<\/li>\n\n\n\n<li>Selecta\u021bi &#8222;Transfer acum&#8221; pentru a redirec\u021biona imediat apelul.<\/li>\n<\/ol>\n\n\n\n<p><strong>Aplica\u021bie mobil\u0103 iOS:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>\u00cen timpul apelului, atinge\u021bi &#8222;Mai mult&#8221; urmat de &#8222;Transfer apelant&#8221;.<\/li>\n\n\n\n<li>Introduce\u021bi detaliile destinatarului sau alege\u021bi din lista de contacte.<\/li>\n\n\n\n<li>Atinge\u021bi &#8222;Transfer acum&#8221; pentru a trimite direct apelul.<\/li>\n<\/ol>\n\n\n\n<p><strong>Aplica\u021bie mobil\u0103 Android:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Pe ecranul de apel, atinge\u021bi pictograma &#8222;Transfer&#8221;.<\/li>\n\n\n\n<li>C\u0103uta\u021bi \u0219i selecta\u021bi destinatarul sau introduce\u021bi num\u0103rul acestuia.<\/li>\n\n\n\n<li>Atinge\u021bi &#8222;Transfer acum&#8221; pentru a finaliza transferul f\u0103r\u0103 notificare prealabil\u0103.<\/li>\n<\/ol>\n\n\n\n<div style=\"height:34px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-1024x576.png\" alt=\"hubs&amp;amp;spokes infografic transfer de apel 3\" class=\"wp-image-220531\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div style=\"height:34px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Cum s\u0103 transfera\u021bi un apel telefonic cu CloudTalk<\/strong><\/h3>\n\n\n\n<p>Transferul apelurilor este una dintre caracteristicile noastre cheie \u00een CloudTalk.\nDeci, dac\u0103 a\u021bi decis s\u0103 ob\u021bine\u021bi acest instrument prin intermediul nostru, iat\u0103 cum func\u021bioneaz\u0103 \u00een aplica\u021bia noastr\u0103 pentru desktop: <\/p>\n\n\n\n<p>C\u00e2nd sunte\u021bi \u00een timpul unui apel, exist\u0103 o pictogram\u0103 &#8222;Transfer&#8221; \u00een interfa\u021ba softphone-ului.\nDup\u0103 aceea, ve\u021bi vedea un meniu de contacte cu dou\u0103 file diferite &#8211;<strong> intern <\/strong>\u0219i<strong> extern<\/strong>. <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Transfer intern: <\/strong>V\u0103 permite s\u0103 direc\u021biona\u021bi apelul numai c\u0103tre persoanele din cadrul companiei dvs. care utilizeaz\u0103 CloudTalk.\nAstfel, un agent poate trimite apelul c\u0103tre un alt coleg de echip\u0103. <\/li>\n\n\n\n<li><strong>Transfer extern:<\/strong> V\u0103 permite s\u0103 transfera\u021bi apelurile c\u0103tre orice num\u0103r de telefon, inclusiv c\u0103tre contacte externe.\nAcest lucru poate fi util atunci c\u00e2nd un agent trebuie s\u0103 se mute, dar dore\u0219te s\u0103 r\u0103m\u00e2n\u0103 la apel.\nAcesta poate transfera apelul de la softphone-ul CloudTalk la propriul telefon mobil, av\u00e2nd \u00een vedere c\u0103 num\u0103rul s\u0103u este salvat \u00een contacte.  <\/li>\n<\/ul>\n\n\n\n<p><strong>Fie c\u0103 alege\u021bi transferul intern sau extern, urm\u0103torii pa\u0219i sunt aceia\u0219i:  <\/strong><\/p>\n\n\n\n<p>Dup\u0103 alegerea unui contact la care apelul trebuie transferat, ve\u021bi putea alege \u00eentre transfer cald \u0219i cold transfer.\nVe\u021bi vedea aceste dou\u0103 op\u021biuni: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8222;Transfer\u0103 acum&#8221;<\/strong> \u2192 CloudTalk direc\u021bioneaz\u0103 apelul c\u0103tre un alt coechipier, iar apelul se \u00eencheie pentru destinatarul ini\u021bial.<\/li>\n\n\n\n<li><strong>&#8222;Vorbi\u021bi mai \u00eent\u00e2i cu XY&#8221;<\/strong> \u2192 consulta\u021bi pa\u0219ii urm\u0103tori de mai jos.<\/li>\n<\/ul>\n\n\n\n<p>Dup\u0103 ce aleg &#8222;Vorbe\u0219te mai \u00eent\u00e2i cu XY&#8221;, agen\u021bii vor pune clientul \u00een surdin\u0103 \u0219i vor vorbi cu colegul lor de echip\u0103.  <\/p>\n\n\n\n<p>Dup\u0103 ce agen\u021bii discut\u0103 totul, destinatarul ini\u021bial al apelului \u00ee\u0219i va pune colegul \u00een surdin\u0103 \u0219i se va \u00eentoarce la client.\nAcesta \u00eel va informa c\u0103 transferul este gata s\u0103 aib\u0103 loc, va face clic pe &#8222;Transfer c\u0103tre XY&#8221; \u0219i apelul se va \u00eencheia pentru el.   <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>2 sfaturi esen\u021biale privind transferul apelurilor pentru un CX adecvat<\/strong><\/h2>\n\n\n\n<p>\u00cenainte de a \u00eencepe s\u0103 transfera\u021bi apeluri, trebuie s\u0103 \u0219ti\u021bi c\u0103 mai avem c\u00e2teva sfaturi utile \u00een m\u00e2nec\u0103.\nAnumite caracteristici, legate \u00een principal de software-ul de telefonie VoIP, v\u0103 pot ajuta s\u0103 profita\u021bi la maximum de experien\u021ba transferului de apeluri.   <\/p>\n\n\n\n<p><strong>Iat\u0103 dou\u0103 dintre cele mai importante:<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#1 Utiliza\u021bi \u00eenregistrarea apelurilor pentru a identifica problemele<\/strong><\/h3>\n\n\n\n<p>Transferul apelurilor nu \u00eenseamn\u0103 doar ap\u0103sarea unui buton.\nDup\u0103 cum \u0219ti\u021bi, agen\u021bii trebuie s\u0103 preg\u0103teasc\u0103 \u00een mod corespunz\u0103tor clientul \u0219i colegul lor \u00eenainte de a direc\u021biona efectiv apelul.\n\u00cen calitate de supervizor, trebuie s\u0103 ave\u021bi o modalitate eficient\u0103 de a urm\u0103ri performan\u021ba acestora.    <\/p>\n\n\n\n<p>Instrumente precum <a href=\"https:\/\/test-staging.cloudtalk.io\/call-recording\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u00eenregistrarea<\/a> \u0219i <a href=\"https:\/\/test-staging.cloudtalk.io\/call-monitoring\/\" target=\"_blank\" rel=\"noreferrer noopener\">monitorizarea apelurilor<\/a> sunt perfecte pentru acest scop.\n\u00cenregistrarea apelurilor v\u0103 permite s\u0103 \u00eenregistra\u021bi apelurile \u0219i s\u0103 le reasculta\u021bi, identific\u00e2nd punctele de \u00eembun\u0103t\u0103\u021bire \u0219i personaliz\u00e2nd formarea agen\u021bilor.   <\/p>\n\n\n\n<p>Monitorizarea apelurilor v\u0103 permite s\u0103 asculta\u021bi apelurile \u00een timp real.\nDe obicei, acest lucru se face \u00een scopul controlului calit\u0103\u021bii, dar dac\u0103 se \u00eent\u00e2mpl\u0103 ca agen\u021bii dvs. s\u0103 intre \u00eentr-o situa\u021bie dificil\u0103, pute\u021bi utiliza <a href=\"https:\/\/test-staging.cloudtalk.io\/3-way-calling\/\" target=\"_blank\" rel=\"noreferrer noopener\">apelarea \u00een 3 direc\u021bii<\/a>.\nAcest lucru v\u0103 permite s\u0103 intra\u021bi \u00een apel \u0219i s\u0103 \u00eei asista\u021bi f\u0103r\u0103 ca clien\u021bii s\u0103 \u0219tie, sau chiar s\u0103 v\u0103 al\u0103tura\u021bi conversa\u021biei.  <\/p>\n\n\n\n<p>Majoritatea furnizorilor de telefonie VoIP ofer\u0103 \u00eenregistrare \u0219i monitorizare a apelurilor, precum \u0219i transfer de apeluri, astfel \u00eenc\u00e2t ve\u021bi avea tot ce v\u0103 trebuie la \u00eendem\u00e2n\u0103.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#2 Ad\u0103uga\u021bi note \u0219i etichete de apel<\/strong><\/h3>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/call-notes\/\" target=\"_blank\" rel=\"noreferrer noopener\">Notele de apel<\/a> \u0219i <a href=\"https:\/\/test-staging.cloudtalk.io\/call-tagging\/\" target=\"_blank\" rel=\"noreferrer noopener\">etichetarea apelurilor<\/a> sunt alte caracteristici utile incluse \u00een planurile software pentru apeluri VoIP.\n\u00cen timpul apelului, agen\u021bii dvs. pot nota detalii importante din conversa\u021biile lor cu clien\u021bii \u0219i le pot atribui etichete personalizate.\nDe exemplu, \u00een v\u00e2nz\u0103ri, ei pot marca poten\u021bialele oferte ca fiind <em>&#8222;interesate&#8221;.<\/em>  <\/p>\n\n\n\n<p>\u00cen acest fel, al\u021bi agen\u021bi pot afla rapid despre problemele sau inten\u021biile clien\u021bilor, chiar dac\u0103 ace\u0219tia au fost direc\u021biona\u021bi prin cold transfer.\nDe exemplu, ace\u0219tia vor \u0219ti c\u0103 vor vorbi cu o persoan\u0103 care se g\u00e2nde\u0219te serios s\u0103 achizi\u021bioneze produsul sau serviciul \u0219i \u00eei pot trata \u00een consecin\u021b\u0103. <\/p>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#EBEEFF\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Oferi\u021bi servicii mai bune clien\u021bilor cu Transferul apelurilor.<\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"369\" height=\"383\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/11\/CT_Web_Banner_General_Illustration_06.svg\" alt=\"Agen&#x21B;i ilustra&#x21B;ie\" class=\"wp-image-321\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/call-transfers\/\">Descoperi\u021bi caracteristica<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>5 reguli de etichet\u0103 pentru transferul apelurilor care creeaz\u0103 un raport<\/strong><\/h2>\n\n\n\n<p>Da, chiar \u0219i transferul de apeluri are eticheta sa.\nExist\u0103 reguli de baz\u0103 care fac diferen\u021ba \u00eentre redirec\u021bionarea unui apel \u0219i construirea unei rela\u021bii cu clientul. <\/p>\n\n\n\n<p><strong>Descoperi\u021bi cele mai importante 5 porunci pe care agen\u021bii dvs. ar trebui s\u0103 le respecte:  <\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#1<\/strong> <strong>\u00cen\u021belege\u021bi problema \u0219i colecta\u021bi fiecare detaliu<\/strong><\/h3>\n\n\n\n<p>A auzi nu este \u00eentotdeauna acela\u0219i lucru cu a asculta.\nTrebuie s\u0103 \u00een\u021belege\u021bi problema clientului pentru a face transferul de apel f\u0103r\u0103 probleme.\nAgen\u021bii dvs. trebuie s\u0103 le spun\u0103 colegilor lor cu ce vor avea de-a face, iar acest lucru este dificil de realizat f\u0103r\u0103 informa\u021bii adecvate.    <\/p>\n\n\n\n<p>Faptul c\u0103 nu \u00een\u021belege\u021bi problemele clien\u021bilor \u0219i nu colecta\u021bi toate detaliile necesare poate rupe \u00eencrederea clien\u021bilor \u00een serviciul dvs.  <\/p>\n\n\n\n<p>Imagina\u021bi-v\u0103 c\u0103 apelantul este transferat, iar noul agent \u00eencepe s\u0103 rezolve o problem\u0103 gre\u0219it\u0103.\nSau apelul trebuie transferat de mai multe ori, s\u0103rind \u00eenainte \u0219i \u00eenapoi \u00eentre colegii de echip\u0103.   <\/p>\n\n\n\n<p>Ve\u021bi p\u0103rea incompetent \u00een cel mai bun caz \u0219i ignorant \u00een cel mai r\u0103u.\nEste un lucru pe care nu dori\u021bi s\u0103 \u00eel risca\u021bi, deoarece <a href=\"https:\/\/vcc.live\/blog\/23-call-center-statistics-for-2023\/#customer-expectations\" target=\"_blank\" rel=\"noreferrer noopener\">48% dintre clien\u021bi schimb\u0103 marca<\/a> pentru un serviciu clien\u021bi mai bun. <\/p>\n\n\n\n<p><strong>Ce informa\u021bii ar trebui s\u0103 colecteze agen\u021bii?<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Numele clientului<\/li>\n\n\n\n<li>Descrierea detaliat\u0103 a problemei lor  <\/li>\n\n\n\n<li>Datele de contact ale clientului, \u00een cazul \u00een care apelul este deconectat<\/li>\n<\/ul>\n\n\n\n<p>Recomand\u0103m, de asemenea, furnizarea c\u0103tre clien\u021bi a extensiei noului agent.\n\u00cen cazul \u00een care apelul e\u0219ueaz\u0103, clientul \u00eei poate suna direct, f\u0103r\u0103 a mai trece din nou prin altcineva. <\/p>\n\n\n\n<p><strong>Un exemplu de scenariu:<\/strong> <\/p>\n\n\n\n<p><em>&#8222;Pentru a m\u0103 asigura c\u0103 ve\u021bi primi cel mai bun serviciu posibil, a\u0219 dori s\u0103 colectez c\u00e2teva detalii.\nV\u0103 rug\u0103m s\u0103 ne comunica\u021bi numele dvs. complet \u0219i datele de contact \u00een cazul \u00een care va trebui s\u0103 efectu\u0103m un apel. <\/em><\/p>\n\n\n\n<p><em>&#8230;<\/em><\/p>\n\n\n\n<p><em>Mul\u021bumesc, Thomas.\nDeci, dac\u0103 am \u00een\u021beles corect, problema dvs. este (repeta\u021bi problema pentru a confirma \u00een\u021belegerea corect\u0103 \u0219i solicita\u021bi clarific\u0103ri \u0219i detalii suplimentare, dac\u0103 este necesar). <\/em><\/p>\n\n\n\n<p><em>&#8230;<\/em><\/p>\n\n\n\n<p><em>Foarte bine.\nAcum, v\u0103 voi transfera la Johanna.\nDac\u0103 apelul nu trece, o pute\u021bi contacta direct la 800-123-4567.&#8221;    <\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>#2<\/strong><\/strong> <strong>Explica\u021bi motivul transferului<\/strong><\/h3>\n\n\n\n<p>Chiar dac\u0103 poate p\u0103rea evident, a\u021bi fi surprin\u0219i s\u0103 afla\u021bi c\u00e2t de mul\u021bi oameni sunt reticen\u021bi fa\u021b\u0103 de acest pas.\nAgen\u021bii dvs. trebuie s\u0103 le spun\u0103 \u00eentotdeauna clien\u021bilor de ce sunt transfera\u021bi.   <\/p>\n\n\n\n<p>Nu este suficient s\u0103 spune\u021bi: <em>&#8222;Bun\u0103, Thomas, acum vei fi transferat la un alt agent&#8221;<\/em>.  <\/p>\n\n\n\n<p>Agen\u021bii trebuie s\u0103 le spun\u0103 clien\u021bilor c\u0103 au apelat la departamentul gre\u0219it.\nSau c\u0103 exist\u0103 cineva mai potrivit pentru a-i ajuta.\nDe asemenea, agen\u021bii trebuie s\u0103 explice \u00eentotdeauna la ce s\u0103 se a\u0219tepte de la transfer.\nDe exemplu, poate dura c\u00e2teva minute p\u00e2n\u0103 c\u00e2nd apelul va fi direc\u021bionat, deoarece trebuie s\u0103 discute mai \u00eent\u00e2i cazul cu colegul lor.\nSau pot avertiza clien\u021bii c\u0103, dac\u0103 aud un moment de t\u0103cere, nu \u00eenseamn\u0103 c\u0103 apelul a fost deconectat.      <\/p>\n\n\n\n<p><strong>Un exemplu de scenariu:<\/strong> <\/p>\n\n\n\n<p><em>&#8222;C\u00e2nd transfer apelul, pot exista c\u00e2teva secunde f\u0103r\u0103 sunet. Nu v\u0103 face\u021bi griji, este normal \u0219i sunte\u021bi \u00eenc\u0103 \u00een r\u00e2nd. Johanna va fi cu tine foarte cur\u00e2nd.&#8221;<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>#3<\/strong><\/strong> <strong>Cere\u021bi permisiunea \u00eenainte de transfer<\/strong><\/h3>\n\n\n\n<p>Doar pentru c\u0103 vor oferi un serviciu mai bun, agen\u021bii nu trebuie s\u0103 presupun\u0103 automat c\u0103 clien\u021bii doresc s\u0103 fie transfera\u021bi.\nSolicitarea permisiunii este esen\u021bial\u0103.\nNu numai c\u0103 este respectuos, dar le ofer\u0103 \u0219i \u0219ansa de a pune orice \u00eentrebare pe care ar putea s\u0103 o aib\u0103.\nSau, spune\u021bi-i agentului c\u0103 au un program \u00eenc\u0103rcat \u0219i c\u0103 vor suna mai t\u00e2rziu.   <\/p>\n\n\n\n<p>Dac\u0103 un client refuz\u0103 transferul f\u0103r\u0103 o explica\u021bie clar\u0103, \u00eencuraja\u021bi agen\u021bii s\u0103 afle de ce.\nPoate c\u0103 a existat o ne\u00een\u021belegere.\nPoate apelantul crede c\u0103 va dura prea mult timp sau nu \u00een\u021belege cu adev\u0103rat cum func\u021bioneaz\u0103 transferul.    <\/p>\n\n\n\n<p>De asemenea, este important s\u0103 explica\u021bi c\u0103 transferul apelurilor este de fapt benefic, deoarece le economise\u0219te timp pe termen lung \u0219i le ofer\u0103 asisten\u021b\u0103 mai specializat\u0103.<\/p>\n\n\n\n<p><strong>Un exemplu de scenariu:<\/strong> <\/p>\n\n\n\n<p><em>&#8222;Domnule Smith, am un coleg care este specializat \u00een aceast\u0103 problem\u0103. Va fi mult mai eficient s\u0103 vorbi\u021bi cu Johanna. Este \u00een regul\u0103 dac\u0103 v\u0103 transfer?&#8221;  <\/em><\/p>\n\n\n\n<p><em><strong>CLIENTUL REFUZ\u0102.<\/strong><\/em><\/p>\n\n\n\n<p><em>&#8222;\u00ce\u021bi respect decizia, domnule Smith. Doar \u00een scop informativ, pute\u021bi s\u0103 ne spune\u021bi un motiv pentru care nu dori\u021bi s\u0103 fi\u021bi transferat?&#8221;<\/em><\/p>\n\n\n\n<p><em><strong>CLIENTUL EXPLIC\u0102 FAPTUL C\u0102 NU VREA S\u0102 A\u0218TEPTE.<\/strong><\/em><\/p>\n\n\n\n<p><em>&#8222;\u00cen\u021beleg. Pot s\u0103 v\u0103 asigur, totu\u0219i, c\u0103 nu ve\u021bi a\u0219tepta mai mult de dou\u0103 minute. Am nevoie doar de un moment pentru a o informa pe colega mea despre cazul dvs. \u0219i apoi \u00eei voi trimite acest apel. Ce p\u0103rere ave\u021bi?&#8221;<\/em><\/p>\n\n\n\n<p><em><strong>CLIENTUL ESTE DE ACORD.<\/strong><\/em><\/p>\n\n\n\n<p><em>&#8222;Grozav, domnule Smith. V\u0103 rog s\u0103 a\u0219tepta\u021bi la r\u00e2nd, m\u0103 \u00eentorc imediat.&#8221;<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>#4<\/strong><\/strong> <strong>Nu promite\u021bi niciodat\u0103 prea mult<\/strong><\/h3>\n\n\n\n<p>Este bine s\u0103 \u00eei asigura\u021bi pe clien\u021bi c\u0103 face\u021bi tot posibilul s\u0103 \u00eei ajuta\u021bi.\nDar agen\u021bii dvs. nu ar trebui niciodat\u0103 s\u0103 stabileasc\u0103 a\u0219tept\u0103ri prea mari.\nNu ar trebui s\u0103 promit\u0103 niciodat\u0103 c\u0103 colegul lor de echip\u0103 va rezolva problema 100% \u0219i c\u0103 o va face imediat.\nNu atunci c\u00e2nd nu sunt siguri de acest lucru.   <\/p>\n\n\n\n<p>Atunci c\u00e2nd coechipierul nu reu\u0219e\u0219te s\u0103 fac\u0103 acest lucru, \u00eel va pune \u00een situa\u021bii dificile \u0219i \u00eel va dezam\u0103gi pe client.  <\/p>\n\n\n\n<p>Agen\u021bii ar trebui fie s\u0103 spun\u0103 c\u0103 coechipierul lor <em>ar putea<\/em> avea o solu\u021bie pentru ei, fie s\u0103 pun\u0103 clientul \u00een a\u0219teptare \u0219i s\u0103 discute cazul cu coechipierul \u00eenainte de a promite ceva.<\/p>\n\n\n\n<p><strong>Un exemplu de scenariu:<\/strong> <\/p>\n\n\n\n<p><em>&#8222;A\u0219 dori s\u0103 v\u0103 fac leg\u0103tura cu Johanna, domnule Smith. <\/em><strong><em>Eu cred<\/em><\/strong><em> c\u0103 ea este persoana potrivit\u0103 pentru a v\u0103 rezolva problema \u00een <\/em><strong><em>c\u00e2t mai pu\u021bin timp posibil<\/em><\/strong><em>.&#8221;<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>#5<\/strong><\/strong> <strong>Termina\u021bi pe nota maxim\u0103<\/strong><\/h3>\n\n\n\n<p>Odat\u0103 ce un agent are toate informa\u021biile de care are nevoie, clientul \u0219tie la ce s\u0103 se a\u0219tepte \u0219i \u00ee\u0219i d\u0103 acordul pentru a fi transferat, mai r\u0103m\u00e2ne un ultim pas de f\u0103cut.  <\/p>\n\n\n\n<p>A spune pur \u0219i simplu <em>&#8222;Bine, la revedere, domnule Smith&#8221; <\/em>\u0219i a ap\u0103sa butonul de transfer nu este modul corect de a \u00eencheia interac\u021biunea.  <\/p>\n\n\n\n<p>Pentru a pune un punct \u00een spatele experien\u021bei perfecte de transfer, agen\u021bii ar trebui s\u0103 mul\u021bumeasc\u0103 clientului pentru r\u0103bdarea sa \u0219i s\u0103 \u00eentrebe dac\u0103 mai pot ajuta cu ceva.\nMai ales atunci c\u00e2nd au de-a face cu o persoan\u0103 furioas\u0103.   <\/p>\n\n\n\n<p><strong>Un exemplu de scenariu:<\/strong> <\/p>\n\n\n\n<p><em>&#8222;V\u0103 mul\u021bumesc foarte mult pentru r\u0103bdare, domnule Smith. A fost o pl\u0103cere s\u0103 vorbesc cu dumneavoastr\u0103. V\u0103 mai pot ajuta cu ceva?&#8221;<\/em><\/p>\n\n\n\n<p><em>&#8230;<\/em><\/p>\n\n\n\n<p><em>&#8222;\u00cen regul\u0103, \u00een acest caz, te transfer acum la Johanna. S\u0103 ave\u021bi o zi frumoas\u0103!&#8221;<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Concluzie  <\/strong><\/h2>\n\n\n\n<p>St\u0103p\u00e2nirea transferului de apeluri este crucial\u0103 pentru orice organiza\u021bie centrat\u0103 pe client care \u00ee\u0219i propune s\u0103 ofere asisten\u021b\u0103 f\u0103r\u0103 \u00eentreruperi \u0219i eficient\u0103.\nA\u0219a cum am subliniat \u00een acest ghid, \u00een\u021belegerea nuan\u021belor dintre transferul apelurilor \u0219i redirec\u021bionarea apelurilor poate stimula puternic capacitatea echipei dvs. de a gestiona eficient apelurile, reduc\u00e2nd timpii de a\u0219teptare \u0219i \u00eembun\u0103t\u0103\u021bind satisfac\u021bia clien\u021bilor.   <\/p>\n\n\n\n<p>Prin punerea \u00een aplicare a celor mai bune practici, cum ar fi solicitarea permisiunii \u00eenainte de transfer, explicarea motivelor transferului \u0219i asigurarea faptului c\u0103 agen\u021bii dvs. sunt bine familiariza\u021bi at\u00e2t cu transferurile calde, c\u00e2t \u0219i cu cele reci, pute\u021bi promova un mediu de servicii pentru clien\u021bi mai receptiv \u0219i mai empatic.  <\/p>\n\n\n\n<p><strong>Nu uita\u021bi, fiecare interac\u021biune este o oportunitate de a construi \u00eencrederea \u0219i loialitatea!  <\/strong><\/p>\n\n\n\n<p>Solu\u021bia VoIP avansat\u0103 CloudTalk face transferul de apeluri simplu \u0219i eficient, permi\u021b\u00e2nd agen\u021bilor dvs. s\u0103 ofere servicii excep\u021bionale de fiecare dat\u0103.\nCu func\u021bii suplimentare precum monitorizarea apelurilor, \u00eenregistrarea \u0219i apelarea \u00een 3 direc\u021bii, pute\u021bi transforma un simplu transfer de apel \u00eentr-o experien\u021b\u0103 extraordinar\u0103.   <\/p>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/signup\/\">\u00cencerca\u021bi-l acum gratuit<\/a> sau contacta\u021bi echipa noastr\u0103 de v\u00e2nz\u0103ri pentru o demonstra\u021bie personalizat\u0103:<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/demo\/\">Contact v\u00e2nz\u0103ri<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading has-text-align-center ct-block-article-faq-header\">\u00centreb\u0103ri frecvente<\/h2>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1662054682142\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong><strong><strong>Cum s\u0103 transfera\u021bi apeluri de pe un telefon fix?<\/strong> <\/strong><\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Iat\u0103 un scurt ghid despre cum s\u0103 <a href=\"https:\/\/www.cloudtalk.io\/blog\/how-to-forward-landline-to-a-cell-phone\/\" target=\"_blank\" rel=\"noopener\">transfera\u021bi apelurile de pe telefonul fix pe telefonul mobil<\/a>:<br \/><strong>Activa\u021bi Redirec\u021bionarea apelurilor pe telefonul fix<\/strong>:<br \/>Ridica\u021bi receptorul telefonului fix.<br \/>Forma\u021bi codul de activare a Redirec\u021bion\u0103rii apelurilor (de obicei *72 sau 72#, \u00een func\u021bie de furnizorul dvs. de servicii).<br \/><strong>Introduce\u021bi num\u0103rul de telefon mobil<\/strong>:<br \/>Dup\u0103 ce a\u021bi format codul de activare, introduce\u021bi num\u0103rul de telefon mobil c\u0103tre care dori\u021bi s\u0103 fie redirec\u021bionate apelurile.<br \/>Ap\u0103sa\u021bi butonul de apel sau tasta numeric\u0103 (#) pentru a confirma.<br \/><strong>A\u0219tepta\u021bi confirmarea<\/strong>:<br \/>Ar trebui s\u0103 auzi\u021bi un ton sau un mesaj de confirmare care indic\u0103 faptul c\u0103 Redirec\u021bionarea apelurilor a fost activat\u0103 cu succes.<br \/><strong>Testa\u021bi Redirec\u021bionarea apel<\/strong>urilor:<br \/>Efectua\u021bi un apel de test c\u0103tre telefonul fix de pe un alt telefon pentru a v\u0103 asigura c\u0103 apelul este redirec\u021bionat c\u0103tre telefonul mobil.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong><strong><strong>Ce num\u0103r forma\u021bi pentru a transfera apeluri?<\/strong> <\/strong><\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Num\u0103rul pe care \u00eel forma\u021bi pentru a transfera apelurile este extensia sau num\u0103rul de telefon direct al persoanei c\u0103reia dori\u021bi s\u0103 \u00eei transfera\u021bi apelul.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong><strong><strong>Cum transfera\u021bi politicos un apel?<\/strong><\/strong><\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Transfera\u021bi politicos un apel, explic\u00e2nd mai \u00eent\u00e2i motivul transferului, solicit\u00e2nd permisiunea apelantului \u0219i furniz\u00e2ndu-i numele \u0219i extensia persoanei c\u0103tre care \u00eel direc\u021biona\u021bi.<br \/>\nAsigura\u021bi-v\u0103 c\u0103 ace\u0219tia sunt informa\u021bi cu privire la orice a\u0219teptare scurt\u0103 pe care ar putea s\u0103 o experimenteze \u00een timpul transferului. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1718806955155\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong>Care sunt cauzele pierderii apelurilor \u00een timpul transferurilor de apeluri?<\/strong> <\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Apelurile pierdute \u00een timpul transferurilor pot ap\u0103rea din cauza unor probleme tehnice, cum ar fi \u00eentreruperi ale re\u021belei, numere formate gre\u0219it sau erori de software \u00een sistemul de telefonie.<br \/>\n\u00cen plus, dac\u0103 linia destinatarului este ocupat\u0103 sau indisponibil\u0103, acest lucru poate duce, de asemenea, la un apel pierdut. <\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Cercet\u0103rile arat\u0103 c\u0103 83% dintre clien\u021bi se a\u0219teapt\u0103 ca problemele lor s\u0103 fie rezolvate la prima \u00eencercare. Acest lucru nu&#8230;<\/p>\n","protected":false},"author":29,"featured_media":219788,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[728],"tags":[],"class_list":["post-231278","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-functii"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/231278","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/comments?post=231278"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/231278\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media\/219788"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media?parent=231278"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/categories?post=231278"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/tags?post=231278"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}