Opportunity call
A two-way conversation with someone who could buy, where the team had a genuine chance to set a next step.
Use this definition in team training or when clarifying a sales note.
Definition
An opportunity call is the unit of measurement for phone performance. It includes inbound calls from potential customers, outbound calls to a lead where a live person answered, and callbacks to customers who left a voicemail. An inbound call usually starts from a specific ad, listing or search result, so the caller often has a particular product or plan in mind and a question about price or availability.
It excludes support and billing calls, vendors, employees, job applicants, wrong numbers, robocalls and customers calling only to confirm an appointment that is already booked. It also excludes dials that reached voicemail, since no conversation took place.
Why it matters
Every phone metric on the team depends on this definition. Let the wrong calls into the pool and your set rate looks terrible for reasons unrelated to skill. Filter too aggressively and it looks excellent while opportunities go unworked. Write the rule down once and apply it consistently. And treat every inbound caller as a real opportunity: a person who chose to call you, while holding a phone full of alternatives, calls the next company on the list if nobody offers a next step.