What Technology Can I Use To Manage High Volumes of Calls?

Intro

Businesses in the consumer finance, insurance, and medical industries deal with a high number of customer calls daily.

Managing these efficiently requires a Customer Relationship Management (CRM) system that can track interactions, store customer information, and use artificial intelligence (AI) to improve service quality. CRMs like Salesforce and HubSpot offer powerful tools that help businesses handle calls efficiently while providing insights to improve customer experience.

The Role of AI in Call Management

Artificial intelligence is transforming how businesses handle large volumes of calls. AI-powered CRMs can analyse call data, automate responses, and even predict customer needs based on past interactions.

A study by Gartner predicts that by 2026, 75% of customer service calls will be handled by AI-driven chatbots and automated systems. AI can also assist human agents by providing real-time suggestions during calls, ensuring they have the right information to resolve customer issues quickly.

Salesforce for Call Monitoring

“Salesforce is one of the most widely used CRMs for businesses that handle a large number of customer interactions,” explains Dave Beard, who runs price comparison website, Lending Expert.

“It offers tools like Service Cloud Voice, which integrates telephony with AI-powered insights. This feature allows businesses to record, transcribe, and analyse calls to improve customer service. AI-driven analytics help identify common customer issues, track call trends, and suggest solutions that can reduce call handling time.”

“Salesforce also integrates with automation tools, meaning businesses can route calls to the right department without human intervention. This reduces wait times and ensures customers speak to the right person. In the insurance industry, for example, Salesforce can help agents quickly access policy details while on a call, improving efficiency and customer satisfaction.”

HubSpot for Customer Interactions

HubSpot is another popular CRM that provides excellent tools for managing high-volume calls. While it is often seen as a marketing and sales tool, its Service Hub feature allows businesses to manage customer interactions efficiently. It provides call tracking, conversation intelligence, and AI-powered reporting.

One of HubSpot’s key advantages is its ability to integrate with VoIP (Voice over Internet Protocol) systems, which enables businesses to make and receive calls directly within the CRM. AI tools in HubSpot can automatically record calls, transcribe conversations, and highlight key customer concerns. This helps businesses identify recurring issues and train their staff to handle calls better.

AI-Driven Insights for Better Call Handling

“AI is not just about automation—it also helps businesses learn from customer interactions,” explains Dan Park, founder of AI comms company, InTouchNow.

“In the healthcare sector, AI-powered CRMs can ensure patient queries are handled efficiently. For example, AI can help categorise calls based on urgency, ensuring that critical medical inquiries are prioritised. This improves patient care and reduces the chances of important calls being missed.”

According to a report by IBM, businesses using AI in customer service have seen a 30% reduction in call resolution time. AI-powered CRMs analyse data from calls and suggest improvements, such as changes in call scripts or identifying training needs for staff.

Choosing the Right CRM

The best CRM for a business depends on its specific needs. Salesforce is ideal for companies that require deep analytics and automation, while HubSpot is great for businesses looking for an easy-to-use system with strong VoIP integration. Both platforms use AI to streamline call management, helping businesses improve efficiency and customer satisfaction.

As AI technology continues to advance, CRMs will play an even bigger role in customer service, making high-volume call handling faster and more effective.