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Customer Service vocabulary · Call Centre Operations

IVR

Meaning in customer service, with examples

/ˌaɪ viː ˈɑː/abbreviationCommon term

In customer service, IVR means: Interactive voice response: an automated phone menu that greets callers and lets them choose options by pressing keys or speaking.

In Turkish: sesli yanıt sistemi, IVR

How it is used

The IVR says things like "Press 1 for billing, press 2 for technical support." It routes callers to the right queue and can handle simple tasks, such as checking a balance, without an agent. Long or confusing IVR menus are a common customer complaint.

Example sentences

  1. We added an IVR option for delivery questions, so those calls go straight to the logistics team.

  2. The IVR asks callers to enter their account number before they reach an agent.

Common collocations

  • IVR menu
  • IVR option
  • go through the IVR
  • IVR system
  • queueA line of calls, chats or tickets waiting to be answered, usually handled in the order they arrived.
  • transferTo connect a caller to another person or department, so that the call continues with them.
  • self-serviceWays for customers to find answers and complete tasks on their own, without contacting an agent, such as FAQs, help centres and online forms.
  • inbound callA call that a customer makes to a company, for example to ask a question, report a problem or place an order.

More terms: Call Centre Operations

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