What is a Blocked Call?

A Blocked Call refers to an inbound call that is prevented from entering an agent queue. This typically occurs during extreme peak times when all available agents are already handling calls. In such cases, callers are often prompted to call again later.

How to Calculate Blocked Calls

Why Blocked Calls Matter

Blocked Calls are significant for several reasons:

• Customer Satisfaction: High rates of blocked calls can lead to customer frustration and dissatisfaction as customers are unable to reach support when needed.

• Operational Efficiency: Monitoring blocked calls helps identify periods of high demand and potential inefficiencies in call handling.

• Service Quality: A lower rate of blocked calls indicates that the contact center is better equipped to handle incoming call volumes, enhancing overall service quality.

Factors Influencing Blocked Calls

Several factors can impact the occurrence of blocked calls:

• Call Volume: High volumes of incoming calls can exceed the capacity of the contact center, leading to blocked calls.

• Staffing Levels: Insufficient staffing during peak times can result in more blocked calls.

• System Limitations: Technological limitations or failures can also cause calls to be blocked.

Strategies to Improve Blocked Calls

To reduce the occurrence of blocked calls, consider the following strategies:

• Optimize Staffing: Ensure adequate staffing levels during peak times to handle higher call volumes.

• Improve Call Routing: Implement better call routing systems to distribute calls more efficiently.

• Use Overflow Teams: Employ outsourced or overflow teams to handle excess calls during peak periods.

• Enhance Self-Service Options: Provide self-service resources to reduce the volume of inbound calls.

Related Terms

• Call Abandonment: When a caller hangs up before reaching an agent.

• Service Level: A measure of the percentage of calls answered within a specified time frame.

• Queue Time: The amount of time a caller spends waiting in the queue before being connected to an agent.

Conclusion

Understanding and managing blocked calls is essential for maintaining high levels of customer satisfaction and operational efficiency. By addressing the factors that influence blocked calls and implementing strategies to reduce them, contact centers can enhance service quality and reduce customer frustration.