Live Transfers 📞 💬

Live Transfer Procedure for Acquisition Managers

Objective

This SOP outlines the steps for executing live transfers of calls to acquisition managers effectively and efficiently.

Key Steps

Step 1: Set Up Live Transfer Method 0:27

• Determine your method for live transfers:
  • Use a single number that routes to all available acquisition specialists.
  • Send a text to a live transfer group and wait for a response.

Step 2: Initiate Live Transfer Call 1:11

• While on the call with the interested seller, initiate the live transfer:
  • Call the designated number that connects to all acquisition specialists.
  • Text the live transfer group to notify them of the incoming call.

Step 3: Handle Call if No One Answers 1:26

• If no acquisition specialist answers the call:
  • Inform the seller that everyone is busy.
  • Offer to have someone reach out within 15 minutes or schedule an appointment.

Step 4: Warm Transfer Process 2:14

• To perform a warm transfer:
  • Ensure the phone numbers of users are saved to avoid recording issues.
  • Transfer the call to the live transfer number.
  • Once the call starts ringing, merge the calls.

Step 5: Monitor Call Status 3:07

• After merging, monitor the ongoing calls:
  • If the call is not answered within 60 seconds, remove the call from the line.

Step 6: Inform the Seller 3:23

• After the transfer attempt, inform the seller of the situation:
  • Let them know that no one is available and that someone will reach out shortly.

Step 7: Blind Transfer Process 3:48

• For a blind transfer:
  • Directly call the acquisition manager's number without merging.
  • You will be disconnected immediately, and the call will continue to ring until answered or goes to voicemail.

Cautionary Notes

• Ensure that all phone numbers are correctly saved to avoid confusion during transfers.
• Be mindful of the seller's time and provide timely follow-ups if no one is available to take the call.

Tips for Efficiency

• Always have the live transfer number readily accessible.
• Use a consistent method for notifying acquisition specialists to streamline the process.
• Practice the transfer process to become familiar with the system and reduce call handling time.

Link to Loom

https://loom.com/share/57e86bbc5eac41e8a824ec8f022e74b6

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