CallHippo allows agents to take manual notes during and after calls.
While being on a call, you can find the blank space on the dialer to add notes or tags.
Or, you can add notes or custom dispositions after the call, in the 'After Call Work' segment.
This functionality enables agents to document customer requests and queries post-interaction, ensuring accurate record-keeping and facilitating effective follow-ups.
Additionally, CallHippo offers real-time call transcription, automatically converting spoken words into text during calls. This feature reduces the need for manual note-taking, allowing agents to focus on the conversation. Post-call, these transcripts can be reviewed for key details, ensuring accurate follow-ups and comprehensive documentation.
For seamless integration, CallHippo can sync call logs, outcomes, notes, and recordings with CRMs, centralizing information and enhancing workflow efficiency.
Incorporating both manual note-taking and automated transcription ensures that agents capture all pertinent information during customer interactions, leading to improved service quality and customer satisfaction.
Use Cases for Taking Notes & Adding Dispositions:
Enhancing Follow-Ups
Problem: Agents forget key customer details after the call.
Solution: Real-time note-taking ensures all important points are documented for smooth follow-ups.
Improving Call Efficiency
Problem: Agents waste time recalling previous discussions.
Solution: Notes summarize past interactions, reducing repetitive questions and improving customer experience.
Accurate Customer Insights
Problem: Manual note-taking is time-consuming and error-prone.
Solution: Call transcription automatically captures conversations, making it easy to review and analyze customer needs.
CRM Synchronization for Better Workflow
Problem: Customer data is scattered, causing inefficiencies.
Solution: Notes, call dispositions, and recordings sync automatically with CRMs, ensuring a centralized record for future reference.
Tracking Call Outcomes for Business Decisions
Problem: Businesses struggle to analyze call effectiveness.
Solution: Dispositions categorize calls (e.g., "Interested," "Callback Required," "Not Interested"), helping businesses refine their approach.
Frequently asked questions:
Q: Can I take notes while on a call?
A: Yes, CallHippo provides a space in the dialer to add notes in real time.
Q: Can I add notes after the call ends?
A: Yes, you can enter notes in the "After Call Work" (ACW) section to document key points.
Q: What are call dispositions?
A: Call dispositions are tags or statuses assigned to calls (e.g., "Follow-up," "Not Interested," "Sale Closed") to categorize outcomes efficiently.
Q: Can notes and dispositions be shared with my team?
A: Yes, all notes and dispositions are saved and can be accessed by other team members with permission.
Q: Does CallHippo support automated transcription?
A: Yes, CallHippo converts spoken words into text in real-time, reducing the need for manual note-taking.
Q: Can notes and call data sync with my CRM?
A: Yes, CallHippo integrates with multiple CRMs, ensuring seamless data synchronization.
Q: Can I edit or update notes after a call?
A: Yes, notes can be modified or updated in the call log history.
Q: How do call dispositions help in business strategy?
A: Dispositions help track call outcomes, enabling businesses to analyze trends, improve customer outreach, and optimize sales strategies.
Q: How can I map call outcomes in CallHippo?
A: You can map call outcomes by using the call disposition feature in the After Call Work (ACW) screen. Dispositions let you label the outcome of a call (e.g., "Follow-up," "Sale Closed"), helping your team categorize interactions and track performance.
Q: How do I add a call disposition?
A: After a call ends, you can add a call disposition in the ACW screen. Just select the appropriate status from the dropdown menu before closing the screen. Admins can also set a default disposition to save time and maintain consistency.
Q: How do call dispositions work in CallHippo?
A: Call dispositions are used to tag the outcome of each call. These labels help your team analyze performance, organize follow-ups, and keep customer data well-documented. They can be added during the After Call Work process and are visible in the call logs.
Q: Why can't my team see the newly created custom tags?
A: If new tags were recently created, ask your team to log out and log back in to refresh their dialer. The updated tag list will then be visible.
Q: Can only admins retag a call?
A: No, agents can also tag or retag a call during the ACW screen, if tagging is enabled for them. However, if restrictions are set in the Access Module, agents may be limited based on role permissions.
Q: Can agents update call tags or dispositions after the call ends?
A: Yes, agents can update tags and dispositions during the After Call Work (ACW) period. If the ACW screen is still active, they can make edits before submitting the call details.
Q: Is it possible to edit the call disposition after a call?
A: Yes, you can update or edit the call disposition from the call log history after the call is completed.
Q: In the call report section, what does 'Total ACW' mean?
A: 'Total ACW' stands for the total time spent by users in After Call Work. It shows how much time was used for tagging calls, adding notes, or sending follow-up messages after calls ended.
Q: How can I cancel or remove the 5-minute ACW duration set in the dialer?
A: You can change or cancel the ACW duration by editing the user’s settings. Go to the User section > After Call Work > Click the edit icon next to the duration, set a new time (or disable ACW), and save your changes. If sub-users can’t change it from the dialer, the Owner may have restricted access in the Access Module.
By combining manual notes, automated transcription, and call dispositions, CallHippo enhances productivity and ensures every customer interaction is well-documented and actionable.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]