Whether you work in healthcare, government, or retail, managing calls can be challenging, especially if you have a large organization. With so many different personnel or departments, it can be a chore for both the customer and company to ensure the call goes to the right person. Thankfully, there is a phone system that can make your job easier, and it is called the Interactive Voice Response (IVR) system. Popular with small and massive businesses and call centers alike, IVR systems guide the caller to where they’re meant to go by presenting them with a series of options that can be answered either via voice or tone keypad. IVR systems can also offer both inbound and outbound capabilities. To better understand these systems and why they’re so advantageous, here’s what you need to know. 

What Are IVR Phone Systems?

IVR phone systems are a type of software feature designed to be the first process with which a person will interact. Companies can set up a prerecorded message that gives the caller instructions on how to proceed. Common uses of it is a menu for different departments, account verification and announcements. For example, different numbers correspond to those departments, and once the caller either presses the number or says it aloud, their call will be directly rerouted to that particular department. 

What Are the Capabilities?

Although call-rerouting may be a top use for IVR systems, that isn’t their only benefit. These phone systems can also be used for inbound and outbound communications, announcements, surveys, bill pay, collections, account verification, prescription refills, and so much more. If it’s a particular time of the year and you need customers to know whether you’ll be closing, you can include this in your initial greeting. You can also use the interactive aspect for surveys and polls. This is beneficial if you’re making significant changes and want to know how your customers feel about your products and services. 

What Are the Benefits?

For a caller, IVR phone systems are much more convenient because it gives them the chance to go directly where they intend to go. For example, if they have a billing issue, the software can route them immediately to the accounting department, or they can use self-service options like bill pay so they don’t have to wait for various operators, nor do they have to explain themselves every time. 

As for a company, these phone systems improve their accessibility and bottom line. Regardless of the day or the hour, they can be reached easily, quickly, efficiently, and cost effectively. This adds to their perceived professionalism and branding, which gives them an edge over the competition. Thanks to the call-rerouting and prerecorded messages, IVR also helps streamline operations, as there’s no need to hire additional receptionists to field and reroute the calls. This advantage also ultimately helps minimize the overhead. 

If you’re interested in bringing an IVR phone system and all its benefits to your business, contact ACC Telecom. Based in Columbia, MD, they’ve served companies and organizations across the state for nearly 40 years. They’re known for their meticulous, personalized service, so you can trust they’ll set you up with the IVR solution tailored to your needs. You can learn more about this system on their website, and if you have additional questions, call (410) 995-0101.