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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.



BROWSE SUBCATEGORIES:	Understanding number of calls offered: Podcast (1), Measuring number of calls offered: Expert advice (4), Test your knowledge of number of calls offered: Quiz (1)


Understanding number of calls offered: Podcast: 1 - 1 of 1

Using number of calls offered as a call center metric
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...


Measuring number of calls offered: Expert advice: 1 - 3 of 4

Calculating abandoned call rates in the call center -- what to include
Expert Lori Bocklund offers advice on what to include when calculating the rate of abandoned call center calls.

Lowering call abandon rate in the call center
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.

Call abandon rate on 0800 numbers vs. 0870 numbers
Read Lori Bocklund's advice for determining call abandon rates for 0800 numbers and 0870 numbers in this call center tip.

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Test your knowledge of number of calls offered: Quiz: 1 - 1 of 1

Measuring the number of calls offered at the switch, what is missed?
Test yourself on the number of calls offered in this question from the Call Center Metrics School quiz.

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