Final answer:
The description in the question relates to 'call escalation' in a customer service context, typically studied in a business course at the college level.
Step-by-step explanation:
The process you've described is known as call escalation in a customer service setting. It is a critical aspect of customer service training and operations within a business. When a caller needs to speak with someone at a higher level of authority or expertise, like a Lead or Supervisor, the first representative will notify the caller that they are being transferred. It's essential to place the caller on hold respectfully and brief the Supervisor about the situation before connecting the two parties to ensure a smooth transition and clear communication, ultimately aiming to resolve the caller's issue efficiently.