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Glossary

What is Off-peak?

Off-peak often refers as the discount time span offered by the telecommunications carriers. From Business Outsourcing Process perspective, off-peak considers as the time period when agents need to handle fewer calls in the rush hour or in the busy period. Normally, call center task force of professionals use the terminology ‘off-peak hours’ for the period when they are not on phone. For an example, if professionals are engaged for any kind of training session or e-learning, they can consider that time as off-peak. Again, agents when completing their computer work or participating in some activities related to team building and certain meetings. It is important for the BPOs to keep a complete track regarding the peak and off-peak times to design productive models.

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