Offered Calls

Author: CCa2z

Date: 14th October 2009

Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount resourcing.

The simple definition is Calls Received = Calls Answered + Calls Abandoned

Calls
Answered
1000

Calls
Abandoned
45

Calls
Received
1045

Percent
Abandoned
4.3%

Longest
Delay
120 secs

Average
Delay
10 secs

SL
< 30 sec
89%

It is the denominator in the Percent Abandon fraction (Calls Abandoned / Calls Received).

It is also the denominator in the Service Level fraction (Calls Answered within SL / Calls Received).

Many call centres incorrectly use Calls Answered as the denominator - which provides a more favourable percent!


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