Schools:Call Center Metrics
Blocking rate
Metric: Blocking rate
Acronym: N/A
Definition: Percent of calls offered that are not allowed into the system; generally % receiving busy, but may also include messages and forced disconnects.
Application: Blocking rate is an important metric to consider to ensure you are allowing your customers access to your center. It is generally kept very low (under 1%).
Tips about using blocking rate as a call center metric:
Blocking rate must be considered along with Service Level to ensure that the customer has access; you can meet service level but have a high blocking rate, and therefore dissatisfied customers.
Blocking is sometimes used for extreme peaks to flatten them out (e.g., the tickets go on sale at 10 a.m.).
The network provider is generally the source for blocking reports (percent busies). If you accept calls and then give out a busy or disconnect from the ACD, you report on it from the ACD reports.
Measuring blocking rate in the call center: Expert advice:
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Is a blocking rate of zero possible in the call center?
Ask the Expert - Find out when a blocking rate of zero is possible in the call center.
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When is call blocking acceptable in the call center?
Ask the Expert - Expert Lori Bocklund explains when call blocking is acceptable and gives examples of how some call centers use blocking.
Test your knowledge of blocking rate: Quiz:
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How low should you keep the blocking rate in the call center?
Quiz - Test yourself on blocking rate in this question from the Call Center Metrics School quiz.
Understanding blocking rate as a call center metric: Podcast:
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Understanding blocking rate for the call center
Podcast - In this brief podcast, hear a definition of blocking rate in the call center and learn how to incorporate this metric into your call center strategy.