Inbound Calls Offered
Definition
What are inbound calls offered?
Inbound calls offered are the number of inbound calls received by a contact center. These calls include abandoned calls, answered calls, calls redirected to the queue, calls where callers hang up or hit a busy message, calls sent to voicemail, and chats conducted via chatbot, among other things.
This KPI assesses call center management’s ability to predict inbound call volumes for use in staffing models. A value for this metric that is greater than or less than zero harms the call center in many ways.
Customer service levels would suffer if the number of inbound calls offered much exceeds the predicted numbers. If the number is significantly lower than anticipated, the call center would have excessive staff. Call volumes are forecasted at 30-minute intervals to ensure that the call center has sufficient staff during the day.
Best practices for inbound calls offered
Inbound calls offered is the number of calls open for answering. It is also an indicator of the number of employees required to handle the calls. Here are some of the best practices for inbound calls:
- Inbound calls are scheduled at 30-minute intervals. Call volumes are forecasted at 30-minute intervals to ensure that the call center is adequately staffed during the day.
- Standard procedures for improving call volume forecasts. A faster method is to compare real and expected volumes for each month.
- Accurate call recording systems to facilitate efficient call volume logging. Call tracking is a helpful online service that identifies which of your marketing channels generates the most leads. All data is gathered in your dashboard.
Independent
