IVR stands for Interactive Voice Response. When a caller makes a call, the system automatically answers the number. The caller then hears a pre-recorded message, such as:
“Welcome to [Company Name]. For information about our services, press 1. To lodge a complaint, press 2. To learn how to become a new customer, press 3. To speak directly with an agent, press 0.”
If the caller presses 1 or 3, they will hear a pre-recorded audio clip. Pressing 2 will transfer the call to the complaint-handling team. Pressing 0 will direct the call to customer care or reception.
In short, IVR automates tasks that would otherwise require one or more staff members — making customer interaction faster and more efficient.