Warm-transfer – (1.) or warm hand-off is when two parties come to a mutual understanding about a situation prior to transitioning the phone call over to another party. This form of warm-transfer is very prevalent in call center environments.
“Now that I understand your situation, let me WARM-TRANSFER you over to someone in the billing department who can better assist you.”
(2.) To transition something as a pilot in order to test it out.
“We’re going to do a few WARM-TRANSFERS” with some smaller accounts before we begin to transition the larger accounts.”
3/4/14 – Special Thanks to “Stan” for the input on the definition for WARM-TRANSFER – Steele