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Home » Glossary » Off-peak



What is off-peak?

The period beyond the call center’s busiest period is referred to as off-peak. In most call centers, non-phone tasks are undertaken during off-peak hours. 

Telecommunications carriers may also use the term off-peak for their discount periods. However, in the field of business process outsourcing, off-peak refers to the time of day when agents handle fewer calls than during rush hour or peak periods. 

Typically, the call center task force of experts refers to the time when they are not on the phone as off-peak hours. If professionals are hired for a training session or e-learning, such a period can also be considered as such.

What is off-peak

Off-peak hours

Typically, off-peak hours are after the working day, in the evenings, and on weekends, when wireless networks are less busy. 

Calls placed and received during off-peak hours are frequently offered discounted prices by service providers. Off-peak hours start and end at different times depending on the company.

Off-peak minutes

Off-peak minutes is a common term in telecommunications, referring to the call rates per minute that are less expensive than usual. In some cases, they are not charged.

During off-peak minutes, fewer people are making calls, thus lowering the network load. 

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