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off-peak

definition -

Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period. Generally, call center agents use off-peak hours for non-phone work, such as training and e-learning, catching up with computer work or team building activities and meetings. Call center scheduling takes into account the peak and off-peak times when planning staffing needs.

Off-peak can also refer to the discount time periods offered by telecommunications carriers.

last updated23 Jul 2007

Read more about off-peak:

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Expert Donna Fluss offers tips on occupying agents during off-peak hours.
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Read about some ways to staff off-peak hours in the call center.

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