CRM Number of calls offered:

Number of calls offered

Metric: Number of calls offered

Acronym: NCO

Definition: Total number of calls offered to a queue.

Application: Calls or contacts offered to a queue are important metrics to help quantify the amount of resources and staff needed to handle the queue.

Tips about using number of calls offered as a call center metric:

This metric may be used in several ways:
The total number of callers seeking service or contact (before reaching an IVR or recorded message)
The total number of calls that were available to be answered by the queue (post-IVR selection and recording)
It is important to differentiate exactly when an organization is counting a call as "offered." This will vary from company to company. It can be measured at the network level, but is usually measured at the switch. Thus, blocked calls ("busies") can be missed.

Measuring number of calls offered: Expert advice:

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Test your knowledge of number of calls offered: Quiz:

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Understanding number of calls offered: Podcast:

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  • Using number of calls offered as a call center metric

    Podcast -  In this brief podcast, learn why measuring the number of calls offered is an important metric for the call center. Learn the definition of this metric and how to measure it from Lori Bocklund and Steve Suhn of Strategic Contact