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Director- Humana Member Service Operations
Customer Care Operations Manager
Sr. Manager of Efficiency & Effectiveness | Customer Relations
VP Customer Relations
If your agents transfer calls to other offices, consider the option of an assisted transfer – where your agents check to make sure there is someone at the other end and/or lines are not busy. Some companies do not do this and the result can be that valuable customers are transferred to a busy signal, voice mail (and they don’t know who the person is) or just cut off! Another advantage is that an effective handover can be made (i.e. the call announced) so the caller does not have to repeat themselves.