Blocked Call Ratio (BCR) is a telecommunications metric used to measure the percentage of calls that are blocked or unable to connect due to network congestion or other technical issues. It is a critical performance indicator in telecommunications networks, especially in the call center industry.
A blocked call occurs when a customer attempts to place a call, but the network is unable to complete the connection. The reasons for blocking calls can vary from insufficient bandwidth, network congestion, hardware failure, insufficient resources, or routing issues. When a customer is unable to complete a call, it results in a negative experience, and they may try again, causing further congestion in the network.
The BCR is calculated by dividing the total number of blocked calls by the total number of attempted calls, expressed as a percentage. The formula for calculating BCR is:
BCR = (Number of Blocked Calls / Total Number of Attempted Calls) x 100
For example, if a call center received 10,000 calls in a day and 500 calls were blocked due to network congestion, the BCR would be:
BCR = (500 / 10,000) x 100 = 5%
In this case, the BCR is 5%, indicating that 5% of the calls attempted by customers were blocked and not successfully completed.
The BCR metric is essential for telecommunication companies as it provides insights into network performance and helps identify areas of improvement. A high BCR indicates that the network is unable to handle the traffic, leading to poor customer experiences, lost revenue, and brand damage. On the other hand, a low BCR indicates that the network is functioning correctly and efficiently, providing a better customer experience.
Telecommunication companies must monitor the BCR metric continually and take corrective actions to reduce the number of blocked calls. The corrective actions may include adding additional capacity to the network, optimizing routing, upgrading hardware, or implementing traffic management policies.
In addition to BCR, there are other call center metrics that companies use to measure performance, such as Service Level Agreement (SLA), Average Speed of Answer (ASA), Average Handling Time (AHT), and First Call Resolution (FCR).
The SLA is the percentage of calls that are answered within a certain time frame, typically measured in seconds. The ASA is the average time it takes for a call to be answered by a representative. The AHT is the average time it takes for a representative to handle a call, from the time the call is answered to the time it is completed. The FCR is the percentage of calls that are resolved on the first call.
These metrics are interrelated, and a high BCR can have a cascading effect on other metrics. For example, a high BCR can lead to longer wait times, longer handling times, and lower FCR. Therefore, it is essential to manage the BCR metric proactively and ensure that the network can handle the traffic effectively.
In conclusion, BCR is a crucial metric for telecommunication companies to monitor network performance and ensure that customers have a positive experience. A high BCR can lead to lost revenue, brand damage, and poor customer experiences, while a low BCR indicates that the network is functioning correctly and efficiently. Telecommunication companies must continually monitor the BCR metric and take corrective actions to reduce the number of blocked calls.