In CallHippo, phone numbers can be assigned flexibly to optimize call handling:
A Single Number Can Be Assigned to Multiple Agents – Allowing multiple agents to handle incoming and outgoing calls using the same number.
Multiple Numbers Can Be Assigned to a Single Agent – Enabling an agent to use different numbers for various campaigns, regions, or departments.
Additionally, all assigned agents can dial out simultaneously using the same number.
How to Assign a Single Number to Multiple Agents:
Log in to CallHippo.
Navigate to the Number section.
Click on the Settings button of the number you want to assign.
Select "Allocate Users/Teams" and choose multiple agents.
Save the changes.
Why Assign One Number to Multiple Agents?
Ensures faster response times by allowing any available agent to pick up calls.
Reduces missed calls and distributes workload efficiently.
Improves customer support by routing calls to the first available representative.
Use Case:
A customer support team can share a single number so that multiple agents can answer incoming customer queries without waiting in long queues.
How to Assign Multiple Numbers to a Single Agent:
Log in to CallHippo.
Go to Users & Performance > Users.
Open the User Settings for the agent you want to assign numbers to.
Under Allocate Numbers, add multiple numbers to the agent’s profile.
Save the changes.
Why Assign Multiple Numbers to One Agent?
Helps agents handle different regions or campaigns efficiently.
Allows personalized communication, as the agent can use different numbers based on the customer’s location.
Ensures business continuity, even if one number faces technical issues.
Use Case:
A sales representative handling clients in different countries can use separate local numbers for each region, improving connection rates and customer trust.