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      📞 Calling in HubSpot: Best Practices

      This article outlines the importance of call recording, various calling options within HubSpot, and best practices for creating a streamlined workflow.

       

      Introduction to Call Management in HubSpot

      Learn how HubSpot can greatly increase the speed and effectiveness of your calls

      Why is recording calls so important?

      Maintaining a disciplined approach to phone calls ensures efficient communication and valuable record-keeping. Recording telephone calls supports essential business functions, including:

      • Client follow-ups: Revisiting previous conversations ensures accurate responses and follow-through.
      • Training and quality control: Supervisors and teams can review calls for coaching and quality assurance.
      • Dispute resolution: Accurate records prevent misunderstandings or disputes.
      • Searchable summaries: AI-generated call summaries make call content searchable and accessible.

      HubSpot's three calling options

      HubSpot provides several options for making and recording calls, each suited to different needs:

      1. HubSpot Calling:

        • Use your personal or assigned number for outbound calls.
        • Option for a unique inbound number via the desktop app.
        • A straightforward, free solution for users without high-volume call requirements.

      2. Aircall Integration:

        • A robust system for users with high call volumes.
        • Costs approximately $30/month per user.
        • Seamlessly integrates with HubSpot for inbound and outbound calls.

      3. Personal Cell Phone with Apps:

        • Apps like Productive AI enable inbound call recording.
        • Complex to set up and better suited for advanced users.

       

      What Call Management Solutions is Right for You?

      Chose between HubSpot Calling, AirCall's integration, or other options

      Using HubSpot Calling

      HubSpot Calling is an excellent choice for users seeking simplicity and integration. Here's what you need to know:

      • Outbound Calls:

        • Make calls using your personal cell phone number or an assigned HubSpot number.
        • Outbound calls are recorded and logged automatically in the HubSpot system.

      • Inbound Calls: Requires a unique number and the HubSpot desktop app to receive calls, which can be cumbersome but works well in some circumstances.

      • Setup: Setting up HubSpot Calling is free and straightforward, requiring minimal technical expertise.

      Aircall: The Primary High-Volume Calling System at VSL

      Aircall is VSL's main telephone system, offering advanced features and seamless integration with HubSpot. Key benefits include:

      • Features:

        • Dedicated inbound and outbound call numbers (you cannot use your cell number).
        • Call recording and logging directly in HubSpot.
        • Support for high call volumes and team collaboration.

      • Cost: Priced at approximately $30 per user per month, it’s ideal for frequent callers or teams requiring a professional phone system. Obviously VSL pays for this cost, but it is a consideration.

      Using Personal Cell Phones with Third-Party Apps

      For users interested in recording calls on personal devices, apps like Productive AI offer solutions.

      • Outbound Calls: Integrates with HubSpot Calling and your personal cell number. Enables recording of outbound calls made through HubSpot, ensuring they are logged and documented.

      • Inbound Calls: Records inbound calls to your personal cell phone. Without using such an app, inbound calls to your personal number will not be recorded in HubSpot.

      • Challenges: 

        • Requires routing your personal cell phone number through the app, which can involve multiple steps and configurations.
        • Best suited for users comfortable with technical setups or those seeking advanced call recording options.

      If managing both inbound and outbound call documentation on a personal device is a priority, we can assist with setting up and configuring these tools to align with your needs.

       

       

      Creating an Effective Outbound Call Workflow

      Explore some tips and tricks on making the most of outbound calling

      This flow applies to all outbound calling, regardless if you are using HubSpot, error call, or other calling app(s).

      Watch the 12-minute video or read the guide below

      An efficient workflow ensures productive calling sessions. Follow these steps:

      1. Prepare Records:

        • Decide the types of records to call, such as Contacts, Companies, or Tickets.
        • Ensure all records include a phone number. For Contacts and Companies, check the left sidebar. For Tickets, verify the associated Contact or Company's phone number.

      2. Assign Yourself Tasks:

        • Assign yourself call tasks for each record.
        • Use “Call” in the task title to automatically set the task type.

      3. Organize Tasks:

        • Go to your primary tasks view (CRM > Tasks)
        • Use task types to organize your calling queue, if desired - filter tasks to focus on those labeled as calls.

      4. Execute Calls:

        • Select the first task on the list to get started - after you complete each call, just select "next task" to be brought to the next task on the list
        • Use the HubSpot dialer to initiate calls directly from the task list.
        • Log calls automatically as they’re completed.

      By cycling through tasks and maintaining organized call records, you can efficiently handle high call volumes while ensuring every interaction is documented.