Home > Ask the CRM Experts > Call center software and metrics Questions & Answers > Is a blocking rate of zero possible in the call center?
Ask The CRM Expert: Questions & Answers
EMAIL THIS

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

Lori Bocklund EXPERT RESPONSE FROM: Lori Bocklund

Pose a Question
Other CRM Categories
Meet all CRM Experts
Become an Expert for this site


CRM and call center FAQs
Digg This!    StumbleUpon Toolbar StumbleUpon    Bookmark with Delicious Del.icio.us    Add to Google


>
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.


Digg This!    StumbleUpon Toolbar StumbleUpon    Bookmark with Delicious Del.icio.us    Add to Google


RELATED CONTENT
Call center software and metrics
Developing a call center metrics strategy to reward call center agent performance
Using call center quality metrics to measure email, chat and phone interactions
Measuring chat session average handle time (AHT)
Can interactive voice response systems recognize abandoned calls?
Volume metrics vs. call center performance metrics
Measuring individual employee performance in the call center
Managing call routing technology in the call center
What's the best ratio of employees to supervisor in the call center?
What type of call queuing is right for our call center?
Call center forecasting: How can we predict call volume?

Call center manager
Developing a call center metrics strategy to reward call center agent performance
Using call center quality metrics to measure email, chat and phone interactions
CRM jobs and careers: Special report
Effective eLearning training in the call center: Eight tips for success
Call center eLearning: Top 10 buzzwords
Training call center agents using bad customer service experiences
Team building games for call center employees
Cell phone activities for call center teams
Office poker games to break the ice in the call center
Call center management training
Call center manager Research

Measuring blocking rate in the call center: Expert advice
When is call blocking acceptable in the call center?

RELATED RESOURCES
2020software.com, trial software downloads for accounting software, ERP software, CRM software and business software systems
Search Bitpipe.com for the latest white papers and business webcasts
Whatis.com, the online computer dictionary



Search and Browse the Expert Answer Center
Search and browse more than 25,000 question and answer pairs from more than 250 TechTarget industry experts.
Browse our Expert Advice



Expert CRM Reviews
CRM Webcasts
Sales force CRM

Find the right CRM solution according to your unique needs.
About Us  |  Contact Us  |  For Advertisers  |  For Business Partners  |  Site Index  |  RSS
SEARCH 
TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines.

TechTarget Corporate Web Site  |  Media Kits  |  Reprints  |  Site Map




All Rights Reserved, Copyright 2000 - 2008, TechTarget | Read our Privacy Policy 		  TechTarget - The IT Media ROI Experts