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off-peak

Definition

off-peak

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.

Related glossary terms: outbound call, virtual agent (intelligent virtual agent, virtual rep or v-rep), outbound call center, Erlang C, inbound call, Erlang B, inbound call center, call center agent, speech recognition, voice logger

This was last updated in July 2007

Posted by: Margaret Rouse

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