At Unique Dental Scheduling, how we handle a phone call says everything about the level of service we provide. While we can resolve most patient inquiries without practice involvement, sometimes it becomes necessary for the practice to get involved, which involves transferring the call.
A small but often overlooked part of these interactions is how we transfer those calls to our dental office partners. Our approach is simple: we always confirm with someone in the office before transferring a call.
What is a Warm Transfer?
A warm transfer means we speak with someone in the office before connecting with the patient or caller. This ensures the office team is aware of the nature of the call, has a moment to prepare, and can provide a smooth experience for the caller.
Rather than simply pushing a call through and potentially getting an answering machine, our team puts the caller on hold briefly, contacts the office to let them know what to expect, and confirms the transfer. This quick communication prevents confusion and ensures everyone is on the same page.
Cold Transfers? Not Our Style.
We never cold transfer—meaning we don’t connect a call to the office without speaking to someone first—unless specifically directed to by the office’s Playbook instructions. Cold transfers can lead to open-ended interactions and no clear resolution or next step. Our commitment to warm transfers protects both the caller experience and the efficiency of the dental practice.
One Transfer is Enough
We also keep things streamlined. If a call cannot be transferred on the first attempt, we don’t continue to try multiple times. Our policy is to make one clear, confirmed transfer attempt—ensuring calls aren’t bouncing back and forth or creating confusion for staff and patients.
Why It Matters
This level of communication matters. It reduces stress on your front office team, sets clear expectations with the caller, and creates a professional, positive impression of your practice. Most importantly, it’s part of our commitment to delivering reliable, thoughtful service on every single call.
This is just a small part of what sets Unique Dental Scheduling apart in the dental call answering industry.