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"Glossary of Customer Contact Center and Call Center Terms, Abbreviations and Vocabulary"
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Occupancy

Also often referred to as Percent Utilization; percentage of time spent in handling incoming calls in comparison to time spent sitting idle; formula = (workload hours / staff hours)

Off The Shelf

System or software programs that can be used without needing further development or modification

Offered Calls

The effort made by a caller to get to a contact center and may remain answered or receive a busy signal. The caller can also hang up

Off-Peak

Outside the peak-hours or hours of heaviest use; during off-peak hours, calls are charged for low

Offshore Outsourcing

Using outsourced services from other countries

Oldest Call

Also often referred to as Longest Delay in Queue (LDQ) or Longest Delay; the longest time span for which a caller waits in queue before disconnecting or connecting to an agent

Operating Time

The time taken for an agent to make a call and get connected

Operator

Also often referred to as Agent; customer service representative who takes care of incoming calls and messages

Outbound

A contact center operating in regards to outgoing calls as opposed to incoming calls

Outsourcer

A company that gives BPO or outsourcing services to other businesses

Outsourcing

Handling of call center tasks to third parties which specialize in these tasks

Overflow

Callers moving from one group to another
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