What is a cold transfer?
A cold transfer, also called a blind transfer, sends a caller to another person or queue without introducing them or passing along any context. The original agent drops off as soon as the call is routed.
Cold transfers are quick and work for simple routing, like sending a billing question to billing. They frustrate callers when the next person has to start from zero, and they hurt first call resolution when the caller lands in the wrong queue. Our post on warm transfer vs cold transfer compares the two.