Get in touch

Please fill with your details

  • refresh
Glossary

What is Inbound Calls Offered?

Inbound calls offered refer to the number of inbound calls received by a call centers. 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 and for the India call centers. In layman’s language, this term talks about the efforts that callers make to connect with call centers.


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 in all BPOs especially in call centers in India, 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.

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >

Blogs

Tips to Reduce Cyber Crime in Inbound Call Center

Business security is always supreme and every organization takes it very seriously. The potential risks that a business faces arise from the in-house industry practices and to avoid these threats, it ....

Read more>>

Ways Service Desk and Help Desk Services Support Business

“Outsourcing was the bogeyman of the '90s. Protectionists portrayed it as an evil that would take American jobs away. Yes, some jobs did go offshore as people feared, but it made t....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo