Get the opportunity to grow your influence by giving your products or services prime exposure with Performance Magazine.

If you are interested in advertising with Performance Magazine, leave your address below or contact us at: [email protected].

Advertise with us

KPI of the Day – Customer Service Performance: % Blockage

FacebooktwitterlinkedinFacebooktwitterlinkedin
blockage

Definition

Measures the percentage of customer calls that do not reach the service operators due to insufficient employees or network facilities in place.

Purpose

It is a measure of accessibility, indicating how many of the customers cannot reach contact a call center operator, thus impacting their satisfaction.

Recommendations

Call centers might resort to blocking excess calls in order to increase their average speed of answer. However, this has a negative impact on customer satisfaction and measures like increasing or training staff and improving facilities should be employed instead, after conducting a benchmarking study, to figure out your performance relative to that of your competitors.

While there is no “industry standard” for telephone or trunk blockage, most call centers today have a goal for % Blockage of no more than 2% of inbound telephone calls. There are some centers that have much higher levels of blockage (such as those with a captive caller audience like a utility or insurance claims where callers have no place else to go and will retry the call).

Meanwhile, other centers in a competitive environment (rental car sales, catalogs, etc.) may engineer enough incoming lines with much excess capacity so that virtually no caller ever gets a busy signal.

Centers providing critical care services like 911 emergency centers also engineer enough lines, to ensure incoming calls do not get blocked with a busy signal on the front end.

Accurate reporting requires functional systems to collect data on all incoming calls, including call attempts that are not managed by an operator. Targets for the report depend on the size of the call center and the period of the day or week.

Image source:

KPI of the Day – Customer Service: % Complaints responded to within standard time
KPI of the Day – Retail: # Customers per day
free

Tags: , ,

Comments (181)

  • gateio

    |

    I have read your article carefully and I agree with you very much. This has provided a great help for my thesis writing, and I will seriously improve it. However, I don’t know much about a certain place. Can you help me?

    Reply

  • gateio

    |

    I may need your help. I’ve been doing research on gate io recently, and I’ve tried a lot of different things. Later, I read your article, and I think your way of writing has given me some innovative ideas, thank you very much.

    Reply

  • Maeve Duncan

    |

    What topics would you like to see covered in future posts? Let us know in the comments.

    Reply

  • Maddox Dennis Jerome Gonzales

    |

    We just wanted to take a moment to acknowledge all the hard work and effort you’ve been putting in lately. Keep up the amazing job, you’re doing great!

    Reply

  • Mohamed Y. Murphy

    |

    What type of content would you like to see more of in the future? Let us know in the comments!

    Reply

  • Kamdyn Billy Fowler

    |

    From the insightful commentary to the captivating writing, every word of this post is top-notch. Kudos to the author for producing such fantastic content.

    Reply

  • Lily C. E. Moran

    |

    Keep up the incredible work! I can’t wait to see what you write next.

    Reply

  • Marley Oneill

    |

    Their posts always leave us feeling informed and entertained. We’re big fans of their style and creativity.

    Reply

  • Olivia Bass

    |

    Let’s spread the love! Tag a friend who would appreciate this post as much as you did.

    Reply

  • Abdullah Leonel Walls

    |

    Let us know in the comments which of their posts has resonated with you the most.

    Reply

  • Brantley Julio Davin Blanchard

    |

    From the insightful commentary to the captivating writing, every word of this post is top-notch. Kudos to the author for producing such fantastic content.

    Reply

  • Reece M. H. Lewis

    |

    It means so much to receive positive feedback and know that my content is appreciated. I strive to bring new ideas and insights to my readers.

    Reply

  • John Farley

    |

    Share your favorite blog post in the comments below!

    Reply

  • Daphne Alejandra Crystal Vincent

    |

    I want to express my appreciation for the writer of this blog post. It’s clear they put a lot of effort and thought into their work, and it shows. From the informative content to the engaging writing style, I thoroughly enjoyed reading it.

    Reply

  • Royal Montgomery

    |

    I just wanted to take a moment to express my gratitude for the great content you consistently produce. It’s informative, interesting, and always keeps me coming back for more!

    Reply

  • Marcel Calhoun

    |

    This blog post has left us feeling grateful and inspired

    Reply

  • Aubrey Kim

    |

    We just wanted to take a moment to acknowledge all the hard work and effort you’ve been putting in lately. Keep up the amazing job, you’re doing great!

    Reply

  • Miller J. L. Hudson

    |

    What type of content would you like to see more of in the future? Let us know in the comments!

    Reply

  • Emmalee Ponce

    |

    I appreciate your creativity and the effort you put into every post. Keep up the great work!

    Reply

  • chai ai

    |

    I am so grateful for your blog.Really thank you! Cool.

    Reply

  • nsfw character ai

    |

    Thank you ever so for you blog post.Really looking forward to read more.

    Reply

  • blow dryers

    |

    I really enjoy the article post.Much thanks again. Want more.

    Reply

  • Aspen Hill

    |

    I want to express my appreciation for the writer of this blog post. It’s clear they put a lot of effort and thought into their work, and it shows. From the informative content to the engaging writing style, I thoroughly enjoyed reading it.

    Reply

  • 橙新聞

    |

    wow, awesome blog article.Thanks Again.

    Reply

  • Sierra Bauer

    |

    Your content always manages to captivate and educate me. Keep up the fantastic work!

    Reply

  • Weston Mercado

    |

    From the insightful commentary to the captivating writing, every word of this post is top-notch. Kudos to the author for producing such fantastic content.

    Reply

  • Harper I. Hays

    |

    Your blog posts never fail to entertain and educate me. I especially enjoyed the recent one about [insert topic]. Keep up the great work!

    Reply

  • Jessica Sariyah Liu

    |

    We just wanted to take a moment to acknowledge all the hard work and effort you’ve been putting in lately. Keep up the amazing job, you’re doing great!

    Reply

  • Christopher Zaire Armstrong

    |

    Every time I read a new post, I feel like I’ve learned something valuable or gained a new perspective. Thank you for consistently putting out such great content!

    Reply

  • Emily C. F. Bautista

    |

    Their posts always leave us feeling informed and entertained. We’re big fans of their style and creativity.

    Reply

  • Dakota Hoffman

    |

    Your blog post was fantastic, thanks for the great content!

    Reply

  • Daniel Patel

    |

    Your latest blog post was truly inspiring and had some great insights. I can’t wait to see what else you have in store.

    Reply

  • Gage Toby Jermaine Lamb

    |

    I appreciate the effort that goes into creating high-quality content, and this post was no exception. The insights and information were top-notch and made for a really engaging read. Keep up the great work!

    Reply

  • instagram pro

    |

    Really enjoyed this blog post.Really looking forward to read more. Really Great.

    Reply

  • Jenna Gibson

    |

    Let us know in the comments which of their posts has resonated with you the most.

    Reply

  • Esperanza D. Douglas

    |

    Have any favorite blog posts or writers? Share them with us in the comments!

    Reply

  • Chana J. R. Carrillo

    |

    Let’s spread the love! Tag a friend who would appreciate this post as much as you did.

    Reply

  • Briggs Moore

    |

    What topics would you like to see covered in future posts? Let us know in the comments.

    Reply

  • Julissa Gilbert

    |

    I just wanted to take a moment to express my gratitude for the great content you consistently produce. It’s informative, interesting, and always keeps me coming back for more!

    Reply

  • Santana Henry

    |

    What type of content would you like to see more of in the future? Let us know in the comments!

    Reply

  • Channing Jeremy Burnett

    |

    We just wanted to take a moment to acknowledge all the hard work and effort you’ve been putting in lately. Keep up the amazing job, you’re doing great!

    Reply

  • Otto Izaiah Luis Zavala

    |

    Let’s spread the love! Tag a friend who would appreciate this post as much as you did.

    Reply

  • Dallas Santos Lucian Esparza

    |

    I couldn’t stop scrolling and reading, your content is truly one-of-a-kind. Thank you for all the time and effort you put into creating such amazing content.

    Reply

  • nsfw ai

    |

    Major thanks for the blog post.Much thanks again. Want more.

    Reply

  • aiチャット

    |

    I really liked your blog.Much thanks again. Much obliged.

    Reply

  • Hope Alexa Morrow

    |

    Your latest blog post was truly inspiring and had some great insights. I can’t wait to see what else you have in store.

    Reply

  • white side table

    |

    Really enjoyed this post.Really looking forward to read more.

    Reply

  • nid logo

    |

    Awesome article post. Keep writing.

    Reply

  • Motchill

    |

    Thanks for the article.Thanks Again. Really Cool.

    Reply

  • GB WhatsApp

    |

    Thank you for your post.Thanks Again. Really Great.

    Reply

  • FM Whatsapp

    |

    Enjoyed every bit of your article.Really thank you! Keep writing.

    Reply

  • NSFW AI

    |

    Awesome article post.Really looking forward to read more. Keep writing.

    Reply

  • madhur satta

    |

    Say, you got a nice article.Thanks Again. Will read on…

    Reply

  • 香港現金網

    |

    This is one awesome article post.Really thank you! Will read on…

    Reply

  • hommar

    |

    Major thankies for the blog article.Really looking forward to read more. Awesome.

    Reply

  • Anne Townsend

    |

    I just wanted to take a moment to express my gratitude for the great content you consistently produce. It’s informative, interesting, and always keeps me coming back for more!

    Reply

  • Abram Javon Barker

    |

    Have any favorite blog posts or writers? Share them with us in the comments!

    Reply

  • keeper ai test

    |

    Thanks a lot for the blog article.Really thank you! Really Cool.

    Reply

  • keeper ai test

    |

    Im grateful for the blog.Thanks Again. Really Great.

    Reply

  • Bobby F. R. Maynard

    |

    I want to express my appreciation for the writer of this blog post. It’s clear they put a lot of effort and thought into their work, and it shows. From the informative content to the engaging writing style, I thoroughly enjoyed reading it.

    Reply

  • Jolene Shepard

    |

    I can’t get enough of your insightful articles and engaging stories. Thank you for sharing your passion with the world!

    Reply

  • AI sexting

    |

    I really liked your blog.Really thank you! Really Cool.

    Reply

  • Sylas R. Everett

    |

    We just wanted to take a moment to acknowledge all the hard work and effort you’ve been putting in lately. Keep up the amazing job, you’re doing great!

    Reply

  • Azaria U. Phillips

    |

    From the insightful commentary to the captivating writing, every word of this post is top-notch. Kudos to the author for producing such fantastic content.

    Reply

  • Sidney J. Yoder

    |

    Keep up the incredible work! I can’t wait to see what you write next.

    Reply

  • Kara Werner

    |

    This blog post is worth the read – trust us!

    Reply

  • Micah G. Black

    |

    What topics would you like to see covered in future posts? Let us know in the comments.

    Reply

  • Thaddeus Klein

    |

    I just wanted to take a moment to express my gratitude for the great content you consistently produce. It’s informative, interesting, and always keeps me coming back for more!

    Reply

  • Lola Y. Padilla

    |

    It’s always a joy to stumble upon content that genuinely makes an impact and leaves you feeling inspired. Keep up the great work!

    Reply

  • Jaida Jenna Tessa Bartlett

    |

    I just wanted to take a moment to say how much I appreciate your blog posts. They’re always well-written, informative, and keep me coming back for more. Keep up the great work!

    Reply

  • Jenny P. Lyons

    |

    Leave a comment and let us know what your favorite blog post has been so far!

    Reply

  • Kaitlyn Donaldson

    |

    I couldn’t stop scrolling and reading, your content is truly one-of-a-kind. Thank you for all the time and effort you put into creating such amazing content.

    Reply

  • Galilea Aria Rose Rush

    |

    I want to express my appreciation for the writer of this blog post. It’s clear they put a lot of effort and thought into their work, and it shows. From the informative content to the engaging writing style, I thoroughly enjoyed reading it.

    Reply

  • Grace Emily Stanton

    |

    Your blog posts never fail to entertain and educate me. I especially enjoyed the recent one about [insert topic]. Keep up the great work!

    Reply

  • AI or human

    |

    I really like and appreciate your blog article.Much thanks again. Want more.

    Reply

  • Tinley M. O. Bray

    |

    Their posts always leave us feeling informed and entertained. We’re big fans of their style and creativity.

    Reply

  • Gianna Lane

    |

    Let’s spread the love! Tag a friend who would appreciate this post as much as you did.

    Reply

  • Niko Malaki Ernesto Cox

    |

    I appreciate your creativity and the effort you put into every post. Keep up the great work!

    Reply

  • Hugo B. W. Lindsey

    |

    I just wanted to take a moment to express my gratitude for the great content you consistently produce. It’s informative, interesting, and always keeps me coming back for more!

    Reply

  • Dalton X. L. Bird

    |

    I can’t get enough of your insightful articles and engaging stories. Thank you for sharing your passion with the world!

    Reply

  • Keyla D. Gutierrez

    |

    Drop a link to your favorite blog post of yours in the comments below, I’d love to read more.

    Reply

  • character ai

    |

    Appreciate you sharing, great blog post.Really thank you!

    Reply

  • Ai girlfriend

    |

    Great, thanks for sharing this blog post.Really thank you! Will read on…

    Reply

  • Grant Franco

    |

    From start to finish, this blog post had us hooked. The content was insightful, entertaining, and had us feeling grateful for all the amazing resources out there. Keep up the great work!

    Reply

  • Ashlynn H. Blair

    |

    From the insightful commentary to the captivating writing, every word of this post is top-notch. Kudos to the author for producing such fantastic content.

    Reply

  • Zelda Cole

    |

    I can’t get enough of your insightful articles and engaging stories. Thank you for sharing your passion with the world!

    Reply

  • ai anime

    |

    Great blog article.Thanks Again. Keep writing.

    Reply

  • Nataly Macdonald

    |

    It means so much to receive positive feedback and know that my content is appreciated. I strive to bring new ideas and insights to my readers.

    Reply

  • c.ai

    |

    A round of applause for your post. Great.

    Reply

  • Kristina T. Carson

    |

    Your latest blog post was truly inspiring and had some great insights. I can’t wait to see what else you have in store.

    Reply

  • smash or pass

    |

    Thanks so much for the blog.Thanks Again. Much obliged.

    Reply

  • slsmachinery

    |

    I think this is a real great article post.Much thanks again. Great.

    Reply

  • SLS Machinery

    |

    I really enjoy the article post.Much thanks again. Want more.

    Reply

  • Honista

    |

    I cannot thank you enough for the blog article.Much thanks again. Great.

    Reply

  • huddles

    |

    I truly appreciate this post.Really thank you! Much obliged.

    Reply

  • best smart sleep mask

    |

    I think this is a real great article post.Really looking forward to read more. Great.

    Reply

  • sheet metal products

    |

    Great, thanks for sharing this post.Really looking forward to read more. Cool.

    Reply

  • POS machine

    |

    Great, thanks for sharing this blog post.Really looking forward to read more.

    Reply

  • russian docs

    |

    Protect your financial privacy with TornadoCash. Safeguard your transactions from prying eyes on the blockchain

    Reply

  • slsmachinery

    |

    Very neat post.Really looking forward to read more. Great.

    Reply

  • slsmachinery

    |

    A round of applause for your article.Much thanks again. Will read on…

    Reply

  • 京牌靓号

    |

    I really enjoy the post.Really thank you! Fantastic.

    Reply

Leave a comment

THE KPI INSTITUTE

The KPI Institute’s 2024 Agenda is now available! |  The latest updates from The KPI Institute |  Thriving testimonials from our clients |