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Glossary

What is blocked call?

A blocked call is a telephone call that is unable to connect to an intended recipient. The primary reason for such a situation could be that the system connecting the call is busy or the system has been programmed to block calls after it has reached its capacity.

In personal individual terms, blocked calls would refer to blocking a particular phone number to make calls to a recipient. It is performed with the help of the network operator. In some cases, the network operator charges the user a certain fee to provide such services.

Tips to reduce blocked calls:

     Optimize call queue.

     Improve call forecasting

     Optimize agent scheduling and adherence

     Optimize agent training

For busy inbound call centers, even one call can have a negative impact on customer satisfaction, customer revenue and loyalty. Thus, call centers should implement call center software features and put practices into place that will significantly reduce the number of blocked calls.

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