Cold transfer, or blind transfer, is when an agent transfers a call to another agent or department without introducing the caller or explaining the situation. The call is handed off immediately without any prior communication between the agent and the recipient. This method is often used when the initial agent has completed their part of the conversation, and the caller needs to speak with someone else. While cold transfers are efficient, they can sometimes leave customers frustrated if they have to repeat their issue to the next agent, which is why warm transfers (where the agent briefly discusses the issue before handing off the call) are often preferred.
