Contact Lens

	Online web training continues to be a huge focus for all industries in the current decade

A Closer Look at UPS’ Contact Centre Operations
November 2021

And…breathe.

Most find themselves reminiscing about the past year every December, remembering their wins and losses, happiness and sorrow, successes and failures. Here at USP, I always find myself doing this each November instead, when our labour levels decrease and self-reflection ramps up as the doldrums of winter descend.

Where did we succeed in the last season?

Where did we fail?

What can we do better? Or, more importantly, how can we serve the safety of our custodial provinces better?

Thankfully, 2021 was a relatively unexciting year (which is good!) in the world of excavation safety. The damage stats we’re seeing relative to previous years have remained stable, even as we see excavation requests increase. So then, if excavations are safe (or at least, not more unsafe), what can we do to increase excavator safety? Community outreach and education of course!

For years we have offered online webinars, as I’ve mentioned here previously. The data I have collected shows that excavators placing their requests online (rather than phoning them in) year over year results in lower damage rates for web-submitted requests. Of course, this is old news to long-time readers of this column. For 2022, I’m looking at some minor overhauls to the webinar program, with more robust offline video tutorials and more opportunities for excavators to request one-on-one time with a trainer.

Online webinars are a small part of this education piece, but I believe there is ample opportunity to exploit other channels via social media, online videos and interactive tutorials to help keep the digging community safe in 2022. I’m extremely excited to explore the potential of these other channels, and hope to see their effect ripple across the industry next year!

Joe Rosenberg – Contact Centre Manager, USP