You know how exasperating it can be if you’ve been stuck in a call center holding pattern waiting to speak to a customer service representative. Interactive voice response, or IVR, is the technology that enables callers to interact with a computerized system instead of a live person.
While some people view IVR as a necessary evil, it can be a powerful customer service tool. In this article, we’ll give you tips on getting the most out of your IVR system, especially during periods of high call volume.
Choose the Right IVR Menu Options
The options you include in your interactive voice response IVR menu will significantly impact how effective it is. You’ll want to ensure you include the most critical options callers will need, such as speaking to a live person.
You’ll also want to ensure your menu options are straightforward to understand. Use simple language and logically organize your prospects. This will make it easier for callers to find the option they’re looking for and minimize frustration.
Segment Your Callers
One of the benefits of interactive voice response IVR is that it can help you segment your callers. This is important because not all callers have the exact needs. For example, you might have a different IVR menu for first-time callers than you do for returning callers. You can also segment callers based on the products or services they’re interested in.
This IVR for doctors’ segmentation can help you direct callers to the right resources and reduce frustration. It can also help you collect data about your callers so you can better understand their needs.
Set Up Call Forwarding
If you’re getting a lot of calls, it’s essential to set up call forwarding so that some calls can be directed to other team members. This will help ensure that all calls are answered promptly, so no caller is left waiting too long.
When setting up IVR for a doctor’s call forwarding, you’ll want to consider how many lines you have and how many calls you’re getting. You may also want to set up call forwarding during certain times of the day or week when you know you’ll be getting a high volume of calls.
Use Call Recording
Call recording can be a valuable tool for managing high call volume. It can help you train new team members, monitor call quality, and review calls for performance improvement. You can also use this during medical answering services to answer your patient’s questions.
If you use call recording, make sure you let callers know the call may be recorded. This is required in some states, but it’s a good idea to do it even if it’s not required.
These are just a few tips for getting the most out of IVR for high call volume. By following these tips, you can ensure your IVR system is effective and efficient. Call 4 Health is a top provider of high-quality IVR systems that also offer medical answering services. We can help you find the right IVR system for your business and provide support and training to help you get the most out of it. Contact Call 4 Health today to learn more.