What is the difference between a "warm" and a "cold" transfer?

The distinction between a "warm" and a "cold" transfer primarily revolves around how the call is handled during the transition from one party to another. A warm transfer involves the current agent introducing the caller to the next agent before completing the handoff. This introduction often includes a brief summary of the caller's situation or needs, which helps to establish continuity and build rapport. In contrast, a cold transfer simply connects the caller to the new agent without any prior introduction or context, leaving the new agent to handle the call without any background information.

This introductory process in a warm transfer not only enhances the caller's experience by ensuring they do not have to repeat themselves but also allows the receiving agent to prepare appropriately for the conversation. The absence of this introduction in a cold transfer can lead to frustration for the caller, as they may need to explain their situation from scratch. Thus, option B rightly captures the essence of the difference by stating that a warm transfer introduces the caller, creating a much smoother transition between agents.