First gather, then transfer
When someone asks to speak with a person, Lera notes the reason, the customer details and what happened on the call. Only then does it pass it.
Whoever takes it already knows what it is about
Your team member gets the case ready. No need to ask the same things again or start from zero.
You decide when and where
You set in which cases it transfers and to which number. The rest of the calls Lera closes, leaving the note ready.