Enhancing Communication and Productivity in Sales and Service Teams

Talking to customers should be easy, but for many sales and service teams, it’s not. They spend too much time searching for contacts, switching between tools, or getting stuck in long back-and-forths.

But when teams have the right features—like better outbound calling, faster contact search, and smarter call routing—they can spend less time on busywork and more time actually talking to customers. 

In this post, we’ll go over the biggest communication challenges that slow sales and service teams down and show how the right tools can help fix them.

4 Communication Challenges and How HubSpot Can Help

Sales and service teams run into the same roadblocks over and over—slow outreach, messy call routing, uneven workloads, and inconsistent follow-ups. HubSpot has tools that make communication smoother and more efficient. 

Let’s look at four common challenges and how HubSpot’s latest updates can solve them.

Challenge #1: Slow Outbound Communication

Reaching out to customers should be quick and easy, but for many sales teams, it’s anything but. You spend too much time searching for the right contact, switching between tools, or redialing numbers when calls don’t connect. 

Every extra step slows you down, leading to fewer conversations and missed opportunities.

Slow outbound communication doesn’t just make your job harder—it also affects your results. Studies show that sales reps spend only about 28% of their time selling, while the rest is lost on administrative work and searching for information. 

If you can’t get in touch with the right people fast, you lose valuable time that could be spent closing deals.

Solution: Updated Outbound Calling and Contact Search in the Dialer

HubSpot’s outbound calling and contact search in dialer help you reach contacts faster by making the dialing process smooth and efficient. Instead of jumping between different tools, you can search and call directly from HubSpot’s CRM in just a few clicks.

Here’s how it works: Simply type a contact’s name, company, or phone number in the dialer’s search bar. HubSpot instantly pulls up the right contact to place a call without switching screens. 

For example, let’s say you’re following up with a warm lead who showed interest in a product demo. Instead of scrolling through endless records, you just enter their name in the dialer, select the correct number, and call—all in seconds. 

Challenge #2: Inefficient Call Routing and Lack of Actionable Insights

When customers call your business, they expect to connect quickly to the right person. But if your call routing system is outdated or confusing, they might get stuck in long menus, bounced between departments, or even hang up in frustration. 

Not only does this hurt the customer experience, but it also slows down your team and wastes valuable time.

Without clear call routing, your sales and service reps end up handling calls that aren’t meant for them, leading to delays and inefficiency. 

On top of that, it's hard to improve the process if you don’t have data on how calls are being routed. You might not even realize where customers are getting stuck or which departments are overwhelmed with calls.

Solution: IVR Submenus with Reporting Insights

With reporting insights, HubSpot’s IVR (Interactive Voice Response) submenus helps you direct customers to the right person faster and track how well your call routing system is working. This reduces misrouted calls, shortens wait times, and improves efficiency.

How It Works

1. Smarter Call Routing – The IVR submenus lets you break down call options into more specific choices. Instead of all support requests going to a general inbox, callers can select:

• Tech Support (for troubleshooting)
• Billing Help (for payment issues)
• Account Services (for plan changes or upgrades)

This ensures customers reach the right expert on the first try instead of being transferred multiple times.

2. Actionable Reporting Insights – HubSpot tracks how calls are routed and where customers drop off or hang up. 

If many callers abandon the call before reaching an agent, you’ll see the problem in your reports—maybe the menu is too long or unclear. With this data, you can adjust your IVR system to improve the customer experience.

Let’s say you manage a service team and notice in the reports that most billing-related calls go to general support instead of the billing department. Your reps waste time forwarding these calls, frustrating customers and your team.

You can add a direct billing option to the menu with the IVR submenus. Now, customers with billing issues go straight to the right team without extra transfers. The result is faster resolutions, fewer misrouted calls, and a smoother experience for everyone.

Challenge #3: Unbalanced Workload Distribution Among Reps

Some reps are overwhelmed with too many meetings, while others don’t have enough. When meetings aren’t assigned evenly, it leads to burnout for some and lost opportunities for others. 

Overloaded reps struggle to keep up, hurting the quality of conversations and slowing down deals. Meanwhile, reps with lighter schedules could handle more but don’t get the chance.

This imbalance doesn’t just affect your team—it affects customers, too. 75% of customers expect a consistent experience no matter who they speak to at a company. However, when one rep is overloaded, and another has availability, response times can become inconsistent.

Solution: Meeting Rotations in Scheduling Pages

HubSpot’s Meeting Rotations in Scheduling Pages helps you automatically assign meetings to reps in a fair and organized way. Instead of leads and customers booking with just one person, you can rotate meetings among available team members, ensuring a balanced workload.

You set up a scheduling page with multiple reps. HubSpot automatically assigns a meeting to the next available rep based on the rotation settings when a prospect or customer books a meeting. This means:

• No single rep gets overloaded with meetings.
• All reps get a fair share of opportunities.
• Customers get a smooth, consistent experience.

For example, if you manage a sales team of four, you can set up a meeting rotation so that each new booking cycles through the team evenly. 

If one rep has a meeting at 10 AM, the next booked meeting will go to another rep, then another, and so on. This balances the workload and ensures no one is overworked while others sit idle.

With Meeting Rotations in Scheduling Pages, you create a fairer, more efficient process that keeps your team productive and customers happy. Everyone gets the correct number of meetings, leading to better conversations, faster follow-ups, and more closed deals.

Challenge #4: Inconsistent Call Quality and Follow-Up

Great conversations lead to great results, but keeping call quality high isn’t always easy. Some reps struggle with call flow, forget details, or miss opportunities to guide the conversation in the right direction. 

Without real-time support, they may only realize mistakes after the call—when it’s too late to fix them. Follow-ups can also be inconsistent. Some reps take detailed notes and follow up quickly, while others might forget essential action items. 

72% of customers say needing to repeat their issue to multiple people is bad service. When calls aren’t handled effectively, customers become frustrated, and deals slip through the cracks.

Solution: Copilot Chat During Calls

HubSpot’s Copilot Chat During Calls is a real-time assistant that helps you stay on track while talking to customers. Instead of relying on memory or scrambling for information, you get live AI-powered insights in the call interface.

Here’s how it helps:

• Live prompts suggest key talking points based on the conversation.
• AI-generated insights highlight important details you might have missed.
• Instant summaries help you wrap up calls with clear next steps.

For example, imagine you’re on a call with a prospect asking about pricing and implementation. Instead of trying to remember every past interaction, Copilot pulls up relevant notes, past emails, and key points to mention. 

Copilot might suggest a pricing breakdown or an alternative plan if the customer is concerned about the budget. This ensures you address objections at the moment instead of having to follow up later.

Instead of missing important moments, you stay one step ahead—leading to better calls, stronger customer relationships, and more closed deals.

Better Communication, Better Results

When communication is smooth, everything runs better—deals close faster, customer satisfaction improves, and your team works more efficiently. But without the right tools, it’s easy for sales and service teams to get stuck in slow processes, misrouted calls, or inconsistent follow-ups.

With HubSpot’s latest features, you can overcome these challenges and make communication seamless. Whether it’s faster outbound calling, smarter call routing, fairer meeting distribution, or AI-powered call support, these tools help your team work smarter, move faster, and deliver a better customer experience.

Small changes can make a big difference. The more efficiently your team communicates, the more time they’ll have to focus on what matters—building strong relationships and driving success.

Boost Team Productivity with HubSpot’s Smartest Tools

Better communication leads to better results—but only if you have the right tools. HubSpot’s latest updates help sales and service teams work faster, connect with customers more smoothly, and close more deals.

At Origin 63, we don’t just implement HubSpot—we help you use it strategically to get the most out of every feature. Let’s build a smarter, more efficient system for your team. Get in touch today!