AIRCALL WORKSPACE: Transferring a call

1. Identify the Need for Transfer

• Confirm the nature of the concern

• Determine the correct department to handle the request

2. Gather Required Information

• Passenger/Client Name

• Booking Reference or File ID

• Nature of the concern

• Any actions already taken

 3. Check Availability

• Confirm if the target department is available to take the call (via Zoom and Slack)

• If unavailable, proceed to Step 6 (Callback option)

4. Warm Transfer

• Briefly inform the customer that you will connect them to the right team
  
  

• Call the department and provide a quick summary of the concern
  
  

• Once accepted, connect the call and properly hand over

5. Document the Interaction

• Log the transfer details in the system (time, reason, who it was transferred to)

• Note any follow-ups needed
  
  

6. If No Live Transfer is Possible

• Apologize and inform the customer the team is currently unavailable

• Create a callback/task request with full details

• Provide the customer with an expected timeframe for follow-up