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Contact Lens
A Closer Look at USP’s Contact Centre Operations
May 2022
Well I’m glad that’s over!
…What? Oh, uh…I’ve just been handed some news that it is in fact, not over yet.
May 2022 has been an interesting month so far. We had expected a significant rush in the early weeks due to the chilly and wet weather that had plagued the Western provinces in April, but while volume increased, it did so at a moderate and steady pace. This allows us some freedom in pivoting and directing our labour force in a more managed fashion, and has helped keep operations humming along smoothly!
Of course, as I write this we are entering what could be effectively characterized as USP’s yearly Gauntlet; that is, the week prior to and following May long weekend, wherein an unbalanced portion of our spring submissions arrive in rapid-fire order. So far, things have been looking (dare I say) great, but I’ve been humbled once already this spring, so I’m hesitant to declare a victory when the "battle” has just begun!
However, during extremely busy intervals our staff has performed exceptionally well and each deserves credit and kudos for their work so far this season. Additionally, our Management team has jumped back into our old (but comfortable) roles to help clearing out the traditionally high May phone volume when necessary. These exercises are remarkably helpful in not only grounding the Leadership group by reminding us of the pressures of handling direct customer interactions, but also of the nuance required to create safe and accurate locate requests.
We’re almost through to the blue skies of May, and the beautiful and safe summer beyond. Dig safe and have a wonderful spring everyone!
Joe Rosenberg - Contact Centre Manager - Utility Safety Partners
