A cold transfer makes the customer start over, repeating their name, vehicle, and problem to each new rep. Warm transfers fix it: the first rep introduces the customer and relays the details before the handoff completes. When a live introduction is not possible, pass the context through the CRM or an internal note.
Repeated Explaining
When a customer calls a dealership, the next step is for them to be transferred to the department for their specific concern. Sometimes they get transferred multiple times. However, when the customer gets transferred, they then have to share the details of their concern and their information again. And again. And again.
Lack Of Communication
BDC reps transfer customers between departments too soon and without any communication between each other.
Say a customer calls service to ask about a repair update. They explain the issue to the receptionist, who then transfers the customer to an advisor. The advisor answers the call with a generic, “Hi, how can I help you?” as if the call is brand new. The advisor has no knowledge of what was discussed in the customer’s conversation with the receptionist. The customer then has to explain the same details again.
Cold transfers are especially damaging when the customer is already upset with the dealership. If a customer is calling about a missed update, delayed repair, a billing question, or poor experience, being forced to repeat their information, problems, and points already discussed with prior reps will make the customer impatient even faster. It is one more reason caller experience beats call volume.
Transfers Are Already Painful
In May 2026, LiveOps surveyed 1,000 people ages 18+ using Pollfish to identify what consumers think of modern customer service. 59% of consumers reported that they find handoffs to be frustrating because they have to explain their issue again. This statistic demonstrates that in order to reduce customer frustration, handoffs must be done with context given to the receiving representative.
Warm Transfers And Information Finding
The most important thing prior to the transfer is that the first rep to talk to the customer must know the customer’s information. This means the customer’s name, reason for calling, vehicle and appointments if relevant, and what outcome the customer needs.
Then, they must employ a warm transfer. The first rep should briefly introduce the customer to the next rep and relay the customer’s information before the handoff is complete. For example: “Hi, this is Sarah. I have Mr. Johnson on the line. He’s calling about the status of his Silverado repair order from yesterday and is looking for an update before noon.”
This puts less responsibility on the customer and makes the process more convenient and easier for them.
If a warm transfer is not possible, the first rep should send the receiving rep the context of their conversation with the customer through the CRM, internal chat notes, or a quick message before transferring.
When the customer is transferred, it is important that the receiving rep does not use phrases that make the conversation feel reset, such as, “How can I help you?” The receiving rep should acknowledge the customer’s information and concerns immediately after the customer is transferred. The same discipline that makes the tone of a service call land applies to the first sentence after a handoff.
To reinforce these standards, mystery shop your dealership regularly, and build the habit into your sales and service training.
Bootcamp
This September, Pinnacle Dealer Services is hosting a 3-day bootcamp training program in Lake Mary, Florida. During bootcamp, dealership reps will be trained and coached in real time using real customer interactions and calls. After the 3 days, we will leave your dealership with a personalized 90-day action plan of strategies and frameworks to employ. Don’t hesitate to sign up on our website to improve your dealership: Get Started – Pinnacle Sales and Mail
Summary
A transfer should move the customer closer to resolution, not send them back to the beginning of the process. Passing context during every handoff makes the dealership feel organized, professional, and respectful of the customer’s time.
