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Glossary

What is Inbound Calls Offered?

Inbound calls offered refer to the number of inbound calls received by a call center. These calls include abandoned calls, answered calls, calls diverted to queue, calls where the callers hang up or reach a busy message, calls sent to voicemail, etc. It is a common term used in call center service industry. In layman’s language, this term talks about the efforts that callers make to connect with the call center.

Number of calls offered (NCO) denotes the total number of calls presented to a queue. It is a primary indicator of work force required to oblige call volume. It is an important metric that help call center managers comprehend and quantify the amount of resources and agents required to handle the queue efficiently. It is often used in various ways, like:

· To signify the total number of callers trying to contact or seek service before reaching an Interactive Voice Response (IVR) or recorded message  

· To denote the total number of calls that were there to be answered in the queue (post IVR choice and recorded message)

Before calculation NCO, it becomes crucial to identify exactly when an enterprise counts a call as “offered.” It varies from company to company. Although it can be measured at the network level; however, it is typically measured at the switch. Thus, blocked calls can be ignored.

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