HOOP (Hours of Operation)

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:

• Standard Business Hours: The usual operating hours during regular business days, often aligning with 9 AM to 5 PM local time.

• Extended Hours: Additional hours beyond the standard business timeframe to accommodate early morning or late evening calls.

• 24/7 Operation: Call centers that provide round-the-clock support, ensuring availability at any time of day or night, every day of the week, including holidays.

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.