CRM Number of calls offered:
Number of calls offered
Metric: Number of calls offered
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:1 - 3 of 3
Ask the Expert - A technical help desk can use common metrics like abandoned calls and average speed of answer (ASA) to measure its service levels, advises Lori Bocklund in this call center expert response.
Ask the Expert - Is it possible to have zero abandoned calls in a call center? Read Lori Bocklund's advice on lowering abandon rate in this call center expert tip.
Ask the Expert - Expert Lori Bocklund offers advice on what to include when calculating the rate of abandoned call center calls.
Test your knowledge of number of calls offered: Quiz:1 - 1 of 1
Quiz - Test yourself on the number of calls offered in this question from the Call Center Metrics School quiz.
Understanding number of calls offered: Podcast:1 - 1 of 1
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