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.
This was last updated in July 2007
