CallHippo includes several features designed to help your agents handle more conversations with less friction. Here are the key tools that keep agents focused and productive throughout the day.
Call Queue
A call queue holds incoming calls until an agent can handle them. Callers wait in the queue and are connected to the first available agent, and multiple agents can handle calls from the same queue. This keeps callers from being dropped during busy periods and helps distribute the workload evenly across your team. Know more.
Call Recording
Call recording lets you record incoming and outgoing calls for your agents. Recordings can be used for quality assurance, training, or compliance purposes — giving new agents real examples to learn from and helping managers coach the team more effectively. Know more.
Call Scribe
Call Scribe uses speech recognition to generate a call transcript. Agents can view the transcript alongside call recordings and use it to analyze a conversation without having to listen to the entire call, saving time on follow-up and review. Know more.
After-Call Work
After-Call Work (ACW) gives agents time to complete follow-up tasks once a call has ended — such as data entry, note-taking, or account updates. While an agent is in after-call work mode, their phone status reflects this so that no new calls are routed to them until they are ready. Know more.
Putting it together
Used together, these features reduce idle time, improve call handling, and give agents the context they need to resolve conversations faster. Enable the ones that match your team’s workflow to get the most out of CallHippo.
Still need help? Reach us at [email protected].