Transfer / Handoff Rate

There is no universal transfer-rate benchmark: the number tracks how clean your routing is and how broadly your agents are trained, both of which swing hard by sector. Most desks aim to keep it under 10%, and observed voice benchmarks land near 8-9%, but the figure only means something read by queue and call type — an order-status line should transfer far less than insurance verification. Treat anything above 20% as a routing or IVR-intent problem rather than an agent one, and remember the rate counts hops, not the harm each transfer does when the customer has to start over.