Contact Lens

A Closer Look at USP’s Contact Centre Operations
January 2022

One second...I just need to catch my breath.

Whew!

It’s been a great holiday but USP is back in the swing of things and the four-month sprint to spin things up prior to the start of 2022’s digging season is underway! As noted last month, we had completed a series of roundtable sessions with our frontline staff to revamp our performance management program, which was implemented with much fanfare. Sort of. Well, I was excited about it anyway. Having the data more tightly weaved together, and in a more accessible format, with a schema that promotes more hands-on work with the agents and a renewed focus on improvement is something I’ve looked forward to for a while!

In addition, the Contact Centre is extending its quality assurance program to give a more varied eye to agent monitoring (the process of assessing a random selection of customer interactions each week to evaluate agent performance) by adding three elevated agent roles to rotate in and out of helping ensure our quality requirements. The onboarding process for this exciting opportunity is just finishing up, and soon I will begin Session 1 of the training and onboarding marathon that lies ahead. May is a scant three months away (it’s true!) and having our full staff onboarded, trained, and integrated is priority Number 1. Juggling these tasks will take herculean focus, attention, skill and smidge of luck.

It's a one in a million shot, but I think we can do it!

Of course, while things are only getting started for management, the Contact Centre itself is having a calm winter, enjoying the less-demanding pace of the low season and taking the time to re-train and improve on their already considerable skillsets. Truly, the early season is a relay, and the Contact Centre is patiently waiting for us to pass them the baton.

Joe Rosenberg

We’re in the blocks, raring to go!