In the context of call centers, HOOP (Hours of Operation) refers to the specific timeframes during which the call center is actively staffed and available to handle customer inquiries and support requests. These hours are critical to ensuring that customers can reach support services when needed and may vary depending on the call center's operational strategy, geographic location, and customer base.
HOOP is typically defined as:
Effective management of HOOP involves aligning staffing schedules to anticipated call volumes, ensuring optimal service levels, and maintaining a high level of customer satisfaction by minimizing wait times and ensuring availability.
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