Contact Lens

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

Josef Rosenberg, Contact Centre Manager – Utility Safety Partners

2024 is shaping up to be an increasingly curious year.

I’m not talking about the new-fangled music the kids wiggle to on the TikTok, nor am I speaking to major world events close and far. I’m definitely not talking about the latest major motion picture or even the weather!

No, 2024 is looking strange and somewhat alien because this May is…manageable. Typically, this article is filled with the brow-mopping flop sweat that can only be attributed to the volume of calls associated with a “normal” May. So far however, we are making tickets and taking names with aplomb and verve; verily, we are absolutely crushing it.

Of course, by “we”, I mean our front-line staff. Our call centre conquerors. Our phone service superstars. Our ticket taking…well you get the idea. Our agents have looked at the usual May volumes, laughed in the face of danger, and dove headfirst into the storm. They chewed up phone volume and spat out satisfied customers. 

Alright, I don’t think all these metaphors work but I’m just really impressed at how well they’re handling it this year! It’s just so nice to know that at the end of the day, we’ve been pushing so hard for an extremely accurate and safe mentality when hanging requests for years, but after all that intense focus on ticket accuracy, we are still maintaining excellent levels of efficiency. 

Truly, 2024 will be a banner year for our staff, and something that we can point to and be proud of, as we build forward to even more safe locate requests in seasons to come.

A salute to those who bring it every single day, and always put the safety of excavators first. You are the lifeblood of this service!