What is a warm transfer?
A warm transfer is a call handoff where the first person briefs the receiving colleague before passing the caller over, so nobody has to repeat themselves.
Why it matters for sales teams
In sales, a warm transfer happens when an SDR qualifies a prospect and an account executive is free to take the conversation right away. The prospect hears a short introduction and does not have to explain their situation twice. The receiving rep starts with context instead of a cold open.
The handoff only works if the receiving colleague is actually available. Teams that use warm transfers need to agree who is on call for them and when.
Example
An SDR reaches a VP of sales who wants to see a demo now. The SDR puts the prospect on a brief hold, calls the AE and says: "I have Dana from a 40-person logistics company. Their reps dial by hand and they want to see pricing." The SDR then joins all three on the line, introduces the AE and drops off.
Warm transfer vs cold transfer
In a cold transfer, also called a blind transfer, the call is sent to the next person without any introduction. It is faster for the first rep but leaves the prospect to start over. A warm transfer takes a minute longer and keeps the context with the call.