What is IVR?

Interactive Voice Response (IVR) is an automated phone system. It can be customized to meet individual organizational needs. It is a technology that helps guide employees through an interactive menu to ensure they are reaching the department they need. The messages are pre-recorded and prompt employees to use their touch-tone keypad or speak up so that voice recognition can navigate them through a custom system. This ensures all of the employee’s information gets where it needs to go.

IVR is often used for calling in sick in the workplace. The easy to navigate system allows employees to submit their absence and rest assured that the information is getting to the right department. Another common use for IVR is in shift replacement. Employees can call into the system to find out what shifts are available and place bids immediately.

In organizations without IVR systems, an employee may call in and leave a voicemail on a manager’s line. What if the manager is away on vacation or out sick as well? How does the employee know their message is being heard and if required, their shift being filled? An IVR system removes uncertainty. The system exists to ensure information is passed to where it needs to be. It provides employees and employers with peace of mind. IVR intelligently routes incoming employee calls, ensuring their message gets to the right person or department. 

 

Quick Dial          quick dial

Quick Dial is an IVR system that directs incoming employee calls. It alleviates pain points in a scheduling department by automating and sorting incoming shift-related calls. Through Quick Dial, incoming calls are captured, organized, and filtered through configurable categories on a dashboard where department Managers and Scheduling Staff prioritize and process them.  Each call and corresponding action is logged and can be reviewed in a searchable audit trail. Quick Dial optimizes the way scheduling departments receive, direct and process incoming phone calls.

Andgo’s Quick Dial IVR system is also able to capture basic information about the caller. This allows for important information required by managers and schedulers to be collected. The system is completely customizable and easy to set up. It manages the filtering of incoming queries and frees up time for managers and schedulers, allowing them to focus on meaningful work.

Quick Dial can be expanded to other areas of operations where a large volume of incoming phone calls are received. Each call is automatically supplemented with additional information such as employee name, number, home department, and time of the call.  This eliminates transcription errors and data replication.  

Quick Dial processing follows the same workflows as the Smart Call and Automated Shift Bidding modules.  Incoming call categories, menu options, and voice messaging can be configured to unique organizational requirements. Also, Employees have the option to connect directly with Scheduling Staff.

 


Are you looking for a way to quickly and efficiently route incoming calls from staff regarding shifts and scheduling queries? Contact us to see how Andgo can help you save time, increase transparency, and improve staff morale with our smart absence management software.

Improve employee engagement and mental health through enabling meaningful work

Automation and the use of AI to streamline and innovate scheduling practices not only create operational savings, but it also gives valuable time back to scheduling staff which can be used toward more meaningful work. In working closely with our Healthcare customers, we understand the demands on scheduling staff, and what aspects of the jobs and tasks associated with scheduling prove to be most challenging. 

The following outlines some of these challenges and showcases how Andgo’s solutions can help.

Avoid burnout due to repetitive manual tasks

Employee burnout is becoming more and more common amongst all types of organizations. Within the scheduling environment, burnout tends to occur when scheduling staff is overburdened with tasks, especially when they are remedial in nature. 

Andgo can help reduce scheduling staff burnout by automating a large number of remedial, often mundane, and manual workflows. This allows for scheduling staff to focus on more meaningful,  thoughtful tasks that create value.

Reduce stress

Healthcare scheduling can be a very stressful occupation. Stress factors related to scheduling usually stem from an overwhelming workload which can have far-reaching effects throughout the organization. When shifts are not filled, departments are not fully or appropriately staffed. This means that patients might not get the care that they require. The consequences of errors or missed workflows can be critical, which can cause a lot of stress for all healthcare workers.

Andgo’s ability to automate the absence management and employee communication process from end-to-end significantly reduces time-consuming jobs and tasks. This saves scheduling staff time and allows them to continuously add value.

Eliminate employee boredom and associated negative effects

Boredom in the workplace is often prevalent but rarely discussed. Causes of boredom in the workplace can result from having to perform repeated and remedial work, not finding meaning in tasks performed, and feeling burdened by work volumes. The consequences of workplace boredom are increases in workplace accidents and errors, depression, anxiety, and disconnection between the employee and the organization.

Andgo can help reduce workplace boredom in the following ways:

  • Automating workflows, eliminating a large number of remedial tasks and providing a clear and comprehensive processing dashboard for scheduling staff
  • Workflows can be customized to provide job differentiation rules allowing for employees to benefit from more variety in their shift work (ex. Inter-departmental shift variability)

Andgo’s solution to enable meaningful work

Andgo’s personalized dashboards allow employees to book shifts ahead of time. This reduces the number of days they submit for on-call or short-call shifts and reducing some of the associated risks.

Andgo’s Smart Absence Management system can help your organization improve employee engagement and mental health. Our solutions will help your employees avoid burnout due to repetitive tasks. Employees will experience less stress and boredom, and fewer negative side effects due to on-call and short-call shift scheduling.

Contact us to find out how our solutions can help your workforce management.

Diversity and Inclusion at Andgo

At Andgo, we’ve been having many conversations around diversity and inclusion. We’ve been discussing ways in which we can promote and hire a diverse and inclusive team and elevate minority groups in our industry. The conversation is still happening, and we’re excited to see where it leads. We want to use this momentum as a catalyst for actionable change.

Identifying areas of improvement is one thing, but now is the time to convert awareness into action. Here are a few of the initiatives we’re working on at Andgo.

Supporting organizations who make a difference

There is an opportunity to improve diversity in the tech world and we want to do our part.  We commit to supporting organizations whose goals are to educate and enable our youth and improve opportunities for BIPOC in our industry and the world. The organizations we’re thrilled to be supporting are Black Girls Code, The Hidden Genius Project, and Indspire.

Black Girls Code is a US-based organization whose mission is to increase the number of women of color in STEM. They hold workshops and after-school camps to provide in-demand skills in technology and computer programming for young women of color. It’s an invaluable organization, educating our next generation of coders.

Another great US-based organization whose mission is to prepare black youth for a future in technology is The Hidden Genius Project. Their goal is to train and mentor black male youth in technology creation, entrepreneurship, and leadership skills. They do this through immersive mentorship programs as well as events and workshops. 

In Canada, Indspire is an amazing organization that invests in education for First Nations, Inuit, and Métis people. Through the funding they receive, they’re able to provide financial awards, deliver educational programs, and share resources with educators. 

Current Actions

We’ve started open and honest conversations internally about where we’re at, and what we can be doing. This has opened our eyes and created awareness on the issues that exist and how Andgo as a company can help. There is a lot to do. The good news is we’ve identified some areas we can make an impact right away. Initiatives we’ve started include furthering our education, sharing resources, and adding additional educational resources on diversity and inclusion to our company library. Also, we’re reviewing our internal and external documentation and terminology.

Until recently, we have not paid much attention to the deeper meaning or origin of the terminology used in developing software. This out-dated terminology is a perfect example of how deep-rooted these issues run. We’ve found the Google developer documentation style guide to be a helpful resource in this endeavor. We’re still in the first steps of this transition, but we’re happy to be moving in the right direction. We plan to begin updating the language and terms in our documentation to be more inclusive in the very near future.

Future Actions

It doesn’t end here. We are excited about the impact we can make in our organizations and community to improve diversity and inclusion in the tech industry. This is an area where we are just getting started and we look forward to sharing our plans with you as we take further action. 

 


We would love your feedback!

If you have ideas or recommendations for actions we can take to improve diversity and inclusion we want to hear from you! Contact us at the link below to share your ideas and suggestions.

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Methods of Communicating to Employees

Manual callout processes are time and resource consuming. The manual callout process generally follows these steps:

  • Record absence
  • Build an appropriate call-in list
  • Phone first name on the call-in list
  • Ask the employee if they want to work shift
  • If yes, the process stops, if no call next employee
  • Repeat step 4 until an employee says yes
  • Inform the department of employee change

Not only is this method resource and time consuming on the person/persons who are performing it, but also for the department who is experiencing the absence of an employee, as they have the greater pressure to delivering quality care while short-staffed. The good news is, this pressure can be relieved by automating some, or all, of the above steps. More good news is the method of communicating unfilled shifts to employees can be done by not only a phone call, but also through SMS text messaging, email, and employee self-service through integrated websites. Even more good news, all these methods can communicate unfilled shifts to employees within a few minutes of each other and without the need for a staff scheduler, scheduling clerk, or employee to be on the call-out end.

Phone Call/Interactive Voice Recording (IVR)

As mentioned previously, with automated callouts, there no longer has to be a staff scheduler, staffing clerk, or an employee, on the callout end. This task can now be performed by the Interactive Voice Recording (IVR) system. The IVR computer-generated voice reads unfilled shift information to the employee from pre-written script and the employee has the option to:

  1. Hear the shift again
  2. Apply for the shift
  3. Move on to next unfilled shift

Employee responses are recorded through the phone call and automatically entered into the system.

Short Message Service (SMS)/Texting

As more and more people move towards SMS/texts as the primary means of communication, it is important for work opportunities to also be communicated via the same method. When looking at streamlining communication to employees, distributing information via SMS text messages is a must. The accessibility and convenience of SMS text messaging make it much easier to get feedback from employees on time-sensitive matters such as expressing interest in picking up a vacant shift. Additionally, there is an audit trail of interactions that can be easily reviewed at any time.

Email

Although email is not the fastest form of communication and not given the highest priority, not all unfilled shifts are urgent. Unfilled shifts, urgent or not, may be emailed to employees with all the shift details included. Links included in emails allow employees to be immediately directed to the employee self-service webpage to apply for the shift.  Which brings us to our next point…

Employee Self-service/Andgo Systems website

Employees may login to their self-Service website to view and apply for unfilled shifts of all priorities. This information is accessible to employees 24/7 via computer terminals, tablet devices and mobile phones. Integrated self-service systems can also display the employee scheduled work calendar, so they can see what upcoming shifts are on their schedule. Advanced systems provide employees with the option to apply for annual and general leave requests.

Four methods of communicating to employees. All Automated.

When unfilled shift data enters the system, the programming handles all the old methodology from the manual callout and contacts the employees with the unfilled shifts according to employee preferences. If your employee prefers texts over phone calls, then there is an option for your employee to select this preference. The employee is happier with being contacted for shifts via their method of choice. Conversely, the organization is happier because their scheduling staff/staffing clerks are now free to do more value-add work. Automating callouts saves time, resources and improves employee satisfaction with scheduling.

When it comes to automatically notifying employees of available shifts Andgo Systems have been doing it for years.  Manually communicating available shifts to employees is an error-prone, labor-intensive process that does not scale and costs healthcare organizations every day.

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