After Call Work

Call whisper also known as call screening, is a calling feature that often appears on non-geographic telephony systems and hosted inbound call handling software.  With the help of this feature, Admin can listen to the call and guide his agent during the call. The other party won’t be able to hear the conversation between the agent and the admin.   Hope this helps! For further queries, please contact us at support@callhippo.com.      

On-call notes: With the help of this feature, you can write notes while you’re on  call so that you do not miss any points.   After-call work: With the help of this feature, you can mention the summary of the  call once the call is over.  You can check your notes and After call work from the activity feed.    Hope this helps!  For further queries, please contact us at support@callhippo.com 

 Yes, you can. Below are the steps to set up the After Call Work time limit: Users>>Settings>>After Call Work>>Edit>>Enter the time in Min>>Save Please follow the above steps for each agent. You can set up a different time for each agent. As soon as the call ends, the counter will start as per the set limit. Note: The user will not get any calls till the time.

ACW is just as important as the call itself, especially in the log run for Customer Satisfaction. Below are the aspects, how ACW improves agent performance. Following up on customer request Customers tend to have multiple requests or questions. With ACW, agents can proactively document and follow-up on the caller's needs. Team Collaboration Agents can collaborate with other agents from multiple locations or teams to support the customer by sharing follow-up notes. Supervisor feedback After a call ends, it is the perfect time for supervisors to have a quick word with agents. They can share reviews based on real-time customer feedback. Taking a breather You definitely do not want tired and burnt out agents answering your calls when the customer expects a superior service.

Enabling After Call Work will help the users to write down the notes just after the calls, you can edit them also. And users can also send the SMS from the ACW screen. For enabling the SMS, users have to first enable the ACW.   Steps to enable ACW and SMS-  Open Callhippo dashboard -> Users -> Click on users setting -> Click on the After Call Work. You can select duration also for the ACW screen.   Enable the toggle for “After Call Work”- Users can take notes after the call is completed with the customers. Users can edit the time limit also of the after-call work screen. Enable the Toggle for "For All Calls "- It allow to have ACW screen after all type of outgoing call, eariler it only comes after completed calls. Enable the toggle of “SMS”- By enabling this user can send the message to the customer. An alternative way to enable the ACW- Login to the dialer -> settings -> After Call Work “After Call Work” screen will look like this. In this box, the user can type the notes.     For SMS- Click on the “SMS” button and click on the send button to send the message.   To check where your notes are saved? Dashboard -> Activity feed -> Click on the “i” tag of the call. In Dialer -> All Inbox/Call Logs -> Call Logs What is Mandatory Call Tagging? It will be useful for the users to tag their team members for that call and users can also keep track of all the calls which have been tagged for which user. Dashboard -> User -> Users settings -> After Call Work Enable the After Call Work- then tick the box for “Make call tagging mandatory in dialer”.  After clicking on “Make call tagging mandatory in dialer”.  you can select the default tag. You can select any one of the tags from it and the selected tag will be shown in the dialer by default. If you haven’t created any tags then you need to go to the Dashboard -> Settings -> Tags. Here you can add the custom tags as per your requirements and all these tags will be shown in the Add Default Tags. In Web Dialer, after ending the call you can add the tag or you can change it also. Note: If in case you forgot to add the tag from the dialer screen then the Default Tag which has been added in the Webapp will be shown in the dialer and it will reflect in the “Activity Feed”.