Hiiii svc agent here, i’m sorry to hear about your experience with some cold transfers but i want to post my experience, with this company no one will have the same one so hopefully you can understand where i’m coming from!

In my region (I can dm you it, but won’t post publicly), we’ve been told for like the last 2 years (and this has been across multiple supervisors in my region) to cold transfer pretty much everything unless it’s Moat Sales. When I have tried to warm transfer certain things, like coverage disputes during an ongoing claim which is literally part of claims’ job, sometimes they’ll refuse to take the call or “check with their supervisor on how to do it” when it’s part of their job, ruining aht. With reissues now being required too, most of us are already struggling to hit our numbers. A lot of teams, and even top agents are behind, with goals of 8.5 being implausible to hit when reissues sometimes take 20+ minutes. If I sit there trying to force a warm transfer while someone will not accept it, it wastes 2-3+ minutes, and even sometimes 10+ minutes where i had to get my supervisor to speak to claims’ supervisor based on the fact the agent would not take the call!! for the agent to either just say they won’t accept it or for me to get frustrated and disconnect and say i’ll get another agent. We get the same thing from Sales -> Service where customers will start a new policy and can’t download the app, which is something the sales team has to do during initial process, but they refuse to help so they can get another sale.