Contact Lens

Contact Lens
A Closer Look at USP’s Contact Centre Operations
January 2023

New year, new U…SP!

Holidays are done and we’re all back to the grindstone. While it’s been a fairly quiet winter from a construction perspective (Agents have been having a relatively chill time in the Contact Centre for the last month or so, pun definitely intended!), behind the scenes things are humming along at a pretty significant clip!

The formerly mentioned QCAs (see: Dec 2022 article) have settled in to their new role parameters, and the Management group has been diligently at work preparing for the massive changes we see coming down the pipe in the coming months. While our Hiring process is talked about in another article in this publication, Hiring, Re-Hiring and Training are all under genuine scrutiny this January.

In particular, 2023 is looking to be the re-introduction of (some) in-person Training, not seen since the early days of 2020! Yes, it’s been nearly three years since USP has hosted trainees in the physical Contact Centre, but this is the year that we will be bringing new prospective hires back into a face-to-face interaction. At least, for the first few days of the Training anyhow. Since USP is a remote-work company, the Training will be split into two intervals; three days in-classroom with a Trainer to learn core fundamentals, set up equipment, and get to know each other, and then shuffle to the remaining seven work days in a remote environment to get adjusted to working from home. Of course, before we even begin to think of Training, we must Hire, so I definitely recommend you go check out the article on our Hiring practices elsewhere in this issue!

Once again, we are faced with another year of intense promise, and boy, we are just getting started!

Josef Rosenberg - USP Contact Centre Manager