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.