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Blocking rate

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%).



BROWSE SUBCATEGORIES:	Understanding blocking rate as a call center metric: Podcast (1), Measuring blocking rate in the call center : Expert advice (2), Test your knowledge of blocking rate: Quiz (1)


Understanding blocking rate as a call center metric: Podcast: 1 - 1 of 1

Understanding blocking rate for the call center
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.


Measuring blocking rate in the call center : Expert advice: 1 - 2 of 2

Is a blocking rate of zero possible in the call center?
Find out when a blocking rate of zero is possible in the call center.

When is call blocking acceptable in the call center?
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: 1 - 1 of 1

How low should you keep the blocking rate in the call center?
Test yourself on blocking rate in this question from the Call Center Metrics School quiz.

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