• Mariam Fathima

What is HOOP - Hours Of Operation ?

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:

  1. Geography - HOOP depends on location where the customer belongs or where the contact center is placed

  2. 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

  3. 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

Conclusion:

Hours of Operation for a process/business depends on strategic decision like Customers, Industry-type, location, labor laws and Cost.


Trivia:

What other factor can you think of which may define HOOP for a process or business??

Share your answers in the comments below.

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