Receiving A Transferred Call

When a call is escalated by Electrify and transferred to a live representative, it appears in the designated transfer queue. This section outlines the steps a live representataive should follow to handle transferred calls efficiently and ensure a seamless customer experience.

🔄 What to Expect

The live representative will:

1. Receive the call in the designated transfer queue within Sytel.
2. Navigate to the "Recently Transferred Calls" page in Electrify to confirm and view transfer details.
3. Click the blue call ID for the most recent entry to open a detailed call summary.
4. Review key information before assisting to the caller:
   • Right Party Verification (RPV) Status (e.g. Address Verified: Yes/No, Name Verified: Yes/No)
   • AI-generated call summary
   • Input Data (e.g. name, address, current balance, phone number)
   • Slot Data (e.g. slots extracted during the interaction. Ex: Call Back Number)
   • Transcript thus far of the conversation
5. Resume the conversation with full context and assist the caller with the remainder of their inquiry or issue.

✅ Best Practices

• Always confirm right party verification status.
• Take a moment to skim the transcript and summary before engaging — this saves time and avoids asking the caller to repeat themselves.
• If any data seems incomplete or unclear, ask clarifying questions early in the call.
• Note any recurring issues or caller frustrations to provide feedback to the team for AI improvements.

This process ensures a smooth handoff from AI to live representative, preserving context and minimizing caller friction.