Contact Lens

A Closer Look at USP’s Contact Centre Operations 
March 2024 

Josef Rosenberg, Contact Center Manager

Is it March already?  

On one hand, we’re most of the way through the Spring Gauntlet of Document Review & Revision > Hiring > Training, however on the other hand I am merely half done training our (now confirmed) two training groups. There is an end in sight, but despite how tantalizingly close it may feel, we’re not quite finished here yet. 

Regardless, spring is a time of renewal, a time of cheer and growth! Optimism seeps forth from every nook and cranny, and the grass grows green with promise (and chlorophyll) as the seasons turn, turn, turn. This season’s hiring cycle was tough, as we found our projections to be inadequate and this season’s volume is looming large on horizon. The hires however, have been amazing! The folks that we spoke to were excellent across the board, and final decisions were very difficult. In the end though, an exceptionally hopeful group of (now) nine prospective agents are being selected to run through the labyrinth of USP’s Agent Training for 2024. 

Armed with the knowledge that we have the best prepared training procedure and a strong, dedicated group, we’re exceptionally confident that 2024 is going to be one of our best seasons, nay, definitely our best season yet! I’m very excited to see what this group accomplishes this year, and almost equally excited to be out of the perpetual state of preparation, and emerge into the consistent sprint of a new digging season!