Contact Lens

Contact Lens
A Closer Look at USP’s Contact Centre Operations
December 2022

A new year on the horizon brings with it new promise! A bold new season! A chance to improve, and with it a chance to fail (but hopefully learn from any failures)!

Yes, it’s that holly-jolly time of year, and while the world settles in for a sleepy winter slumber, those of in the USP Contact Centre hunker down to ensure our 2023 vision flowers and blooms once the snow starts to recede.

While 2023 will see the usual procedural updates, policy tweaks and tightening of process, USP will also be formalizing the Quality Control arm of the Contact Centre that was put through a trial in 2022 (see the December 2021 column!). With it, our Contact Centre will have multiple levels of checks and balances for Agent performance management, and a more cohesive and structured set of requirements for the Quality Control group. While 2022 was a testing interval, 2023 will see the fully realized version of this idea brought forth. I have high hopes for this program and foresee great things in our future!

Of course, Damage Prevention Associates are having a restful period amidst the frigid calm of the winter, a hibernation period punctuated by short flurries of requests. This allows us to focus down on re-training and sharpening Agent skills, but also gives them a much needed reprieve from the hectic pace of the middle season. January will be upon us soon, and with it, the assurance of greater things to come!

Josef Rosenberg - Contact Centre Manager

Happy holidays and a happy New Year to my readers!