What Is Interactive Voice Response (IVR)

question 7

Multiple Choice

What is interactive voice response (IVR) ?

• A) Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
• B) Directs customers to use touch-tone phones or keywords to navigate or provide information
• C) A phone switch routes inbound calls to available agents
• D) All of these

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Definitions:

National Mean

The average score or value derived from a dataset that represents a performance or characteristic of a broader population at the national level.

National Counseling Exam

A comprehensive examination required for licensure as a counselor in some jurisdictions, assessing knowledge and skills in the field.

National Norms

Statistical standards that represent the average performance or behavior of a specific national population, often used in standardized testing.

Mode

The value that appears most frequently in a data set, a measure of central tendency in statistics.