We have too many incoming calls and need help managing better

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Call volume is up and that is good but we miss many calls.  We are in US. How can RC be designed better so some calls are directed to answers or our website thus minimizing wasted calls to cust service.  we have 3 admins answering phones supporting 35 psychologists and their patients
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william.rush

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Posted 3 months ago

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Larry Davis, Champion

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Can you structure your IVR to ask questions and redirect people to pre recorded messages?Example... For address press 5 and then a recorded message plays and you can go back to the tree, leave a message or repeat and hang up. in your case, you could put together other questions that cause for a standard answer such as visit http.....
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David Bidwell

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Yes at Larry said you can set up IVR Menus to take the calls and have options for the calls you want directed to the answers or your website you can have that option on the IVR menu. Like press 2 for hours or press 3 for our website address or so on.
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Chris Duquette, Champion

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Agreed, setting up a good IVR should help lift some of that burden I'd think. Make an option for company info like directions, websites, other numbers you may have.
(Edited)
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william.rush

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Chris, do you do RC consulting?
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Chris Duquette, Champion

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I'm a RC partner, yessir.
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william.rush

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how do i contact you?
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Chris Duquette, Champion

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send me an email. chris@idtelecom.net    . Hopefully I can help or get you in touch with someone who can :)
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Michel, Champion

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With each of our customers that we setup with a RingCentral IVR auto-attendant system, we ask them to manually record stats about all their incoming calls for about 1 week - specifically recording what different questions are asked during calls, and how many times the same questions are asked.  Then we recommend to setup pre-recorded answers to the top 3 most asked questions providing access to these through the IVR attendant options.  This usually immediately reduces calls.   Then once a month we help analyse the detailed RingCentral call logs to determine how many times the pre-recordings were listened to.  If the volumes are high enough then the options are left in the IVR system, if too low (ie. not being used), then we remove them and try others.  After 3 to 6 months, the system is usually tuned and greatly reducing calls that need be answered by a person.
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william.rush

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Can we do the following from IVR?

Press 2 for Insurance Information.
recording says we take Blue Cross, etc.
At the end of the recording which answers the insurance question, can there be additional call options like Press 1 for directory, 2 for new client center.

Thanks
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Saadet - Community Support, Official Rep

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Hey William, yep! You can do that :) What you'll do is add another Menu after your initial Main Menu and include whatever prompts are necessary.