• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Glossary » Calls Blocked in Percent

Calls Blocked in Percent


What is calls blocked in percent?

Calls blocked in percent or call blockage is the overall amount of calls that did not connect with the automatic call distribution (ACD) divided by the total number of calls offered plus interrupted calls multiplied by 100. Some calls never make it to the ACD.

When the caller hears a busy sound, it is a blocked call. With more diverted inbound calls, the customer service agents would have fewer chances.

One reason for the lack of attention may be that a request cannot be provided by the call center and must be requested by the telephone service provider to determine and report on the blockage.

Importance of calls blocked in percent

It is important to consider calls blocked in percent when monitoring the total call volume. This metric helps determine whether there is a need to increase sales agents or develop infrastructure.

Importance of calls blocked in percent

This measure provides essential details on where the contact center falls behind and where it needs to change. It counts the number of calls that are diverted, unfulfilled, or unanswered by contact center agents for a variety of purposes. A high number of blocked calls would not work particularly well for new call centers. As a result, administrators will need to reconsider current call center activities.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image