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Is a blocking rate of zero possible in the call center?

EXPERT RESPONSE FROM: Lori Bocklund

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QUESTION POSED ON: 13 March 2008
Should I aim for a blocking rate of zero, or is that unreasonable?

EXPERT RESPONSE
A very low blocking rate is possible and reasonable if you have adequate trunks and staffing and appropriate call patterns. Some call centers strive to not block calls (not give out busy signals), especially if they are a revenue center, have relatively flat traffic (no extreme peaks) and have a high customer accessibility focus. If you get any significant peaks, a blocking rate of zero may be difficult (and expensive) to achieve.

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