Glossary

Glossary | I | What is inbound calls offered

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 or chat is conducted over chatbot etc. It is a common term used in call center service industry and for the US 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 outsourcing 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 US, 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 based on the practice of customer retention through online reputation management services. 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 >

Blogs

Top Trends in Customer Support Services to Watch in 2025

<p>Today&rsquo;s blog revolves around the most pressing issue for every customer-based company - Faster and Better Customer Support Service. A business can only flourish when it ....

From Call to Conversion: How Inbound Call Centers Drive Revenue Growth?

<p style="text-align: justify;">Inbound Call Center Services - The frontline for every organization that thrives on generating substantial revenue growth through their ....

What is Inbound Calls Offered?

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

Top Trends in Customer Support Services to Watch in 2025

From Call to Conversion: How Inbound Call Centers Drive Revenue Growth?

Our Esteemed Clientele

Call Center in India Advantages

Next-Gen BPO Services: Transforming Call Center Operations in India

Grow withGo4customer

What is Inbound Calls Offered?

Related Questions

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

Top Trends in Customer Support Services to Watch in 2025

From Call to Conversion: How Inbound Call Centers Drive Revenue Growth?

Our Esteemed Clientele

Call Center in India Advantages

Next-Gen BPO Services: Transforming Call Center Operations in India

Grow with
Go4customer