Contact Lens

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

Josef Rosenberg ― Contact Center Manager ― Utility Safety Partners

“Sometimes even to live is an act of courage.”
― Lucius Annaeus Seneca

June is a month for stopping, taking stock, and ensuring that you still have all your important (and less important) bits. Head? Check. Brains? Slightly scrambled, but check. Heart? I left it in San Francisco, but I’m sure it’s fine. Looking around what would normally be a smouldering wreckage, this June I see a well running and confident Contact Centre humming along without much issue relative to year’s past.

What’s different?

For starters, as outlined in previous articles, we gave ourselves a moderate cushion of employees this season; a slightly large hire group guaranteed more availability and manpower through the May interval. Additionally, our continued efforts to promote and expand our website awareness has culminated in a steadily increasing userbase online. While homeowners are still slowly marching past the 53% usage mark (up 2% over last year!), our member and contractor web usage is almost 99%! Online help videos and “virtual” face-to-face webinars have given Alberta’s collective excavators the tools needed to perform online requests with certainty and aplomb! Finally, our staff this season has been unmatched in their preparedness for both positional knowledge, and customer service efficiency.

Hats off to the Contact Centre! Another May is in the books, and the frontliners absolutely knocked it out of the park!

No one is saying the Contact Centre DPAs are superheroes, but I’m strongly implying it.