Missed calls mean missed opportunities. CallHippo gives you several ways to make sure incoming calls reach the right agent, even when your team is busy or away from their desks. Here are the key features that help you reduce missed calls.
Allocate users and teams to call queues
Allocating users and teams lets you assign specific agents and agent teams to individual call queues. Only allocated agents receive calls from that queue, so calls are always directed to people who are ready to handle them.
- Assign the right agents to the right queues so no call goes unanswered.
- Allocate a single agent to multiple queues when you need extra coverage.
- Balance call volume across your team to avoid overloading any one agent.
Forward calls to another device
Call forwarding to a device lets agents route calls to an alternate device such as a mobile phone. This is ideal when agents are away from their desks but still want to stay reachable.
- Agents can enable forwarding whenever they step away from their workstation.
- Calls still connect even when the agent is not logged in to the app.
- The caller ID continues to show your main company number, so the experience stays consistent for callers.
Put it together to catch every call
Used together, queue allocation and device forwarding create a safety net for incoming calls: the right agents are always in the queue, and those agents stay reachable wherever they are. The result is fewer abandoned calls and a better experience for your customers.
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