Updated: Dec 31, 2021
HOOP also known as Operating Hours is defined as the time during which contact center is operative or functional.
Example: Emergency Services usually run 24 hours and 7 days a week
Customer Care industry can support during the day i.e. 06:00 AM to 11:00 PM Mon to Sun so on.
The operating window depends on
Customer - a customer will connect with a contact center in case of any requirement. For instance, food delivery App will require to serve customers 24×7; however, post mail correspondence usually happens during the day time
Industry - an industry requisite will define when the customer connects with them the most? For instance, Hospital & hospitality services will require to support their customers 24×7; on the other instance, telecommunication and manufacturers can support their customer at limited timelines
Other dependent factors include but not limited to:
Geography - HOOP depends on location where the customer belongs or where the contact center is placed
Country's labor laws - For instance, A contact center can call a customer (Outbound dial) for sales or promotional offer during certain timeline as defined by the labor laws of the country
Cost - Cost also play a vital role in defining hour of operation. For instance, Night shift allowance in certain country defines the HOOP of that process
Hours of Operation for a process/business depends on strategic decision like Customers, Industry-type, location, labor laws and Cost.
What other factor can you think of which may define HOOP for a process or business??
Share your answers in the comments below.