I work in a call center. My position is tech support for clients. Sometimes when I transfer a call to another department I get a lot of push back and the receiver does not want to accept the call. The company has a loose policy to "own the call" and try to avoid doing transfers as this leads to a better customer experience and in theory we were at least minimally trained to do every role (for example I had basic billing and sales training).
The company sells cable services, including television. I don't watch TV and when a client asked to help them decide which channels to purchase based on some criteria (specifically sports), I transferred to sales. The agent asked why I couldn't do it and I said I could technically but since I don't watch TV wasn't sure what to recommend. He asked for my agent id which is a sure sign he's going to try to get me in trouble. I think the thing is some sales are comissionable and others are not.
I've never been given official guidelines on when or who to transfer to. Everyone has an intuitive idea what people in the "sales", "loyalty" "billing" etc. but things go wrong (e.g. loyalty refuses the call as "technically the client hasn't said he will cancel his contract").
I emailed my manager asking for clarification but she hasn't replied. She is also of the mindset "not to give specific targets/details because the expectation is for us to do the best we can do".
How can I get more clarification? At the end of the day, is the only important thing what my manager thinks and I shouldn't worry about if the receiving agent rather not take the call? Is anything I said out of line? For example I could have researched information about what tv channels have sports on them but to me this seems like sale's job. If someone asks for my agent id again should I say "I'll give it to you but if there's a problem can we try to resolve it ourselves?"