Contact Lens

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

Josef Rosenberg – Contact Centre Manager

August is, if nothing else, steady. 

Steady drumming of fingers on keyboards, steady calls flowing effortlessly through our VoiP system and into the waiting ears of agents, and steady days of continuous work becoming steady weeks.

2024 however is a bit different. Agents seem more focused, involved, dare I say, invigorated? This may at least be in some small part due to our new Agent Incentivization Program introduced in 2024. We’ve passed through two intervals so far and rewarded four agents for achieving the highest accuracy scores over a four-week interval, and the largest Improvement in their accuracy over the same interval.

Using a complex and fair tracking system, we can easily identify those who exceed expectations and those who have kicked it up a notch with ease! With non-repeat winner statutes in place to energize many on staff, the winners in each interval receive direct rewards, and a matched reward given to a registered charity of their choice!

So far, our agents have contributed to some exceptionally worthy causes, including Alpha House Calgary, Make-a-Wish Canada, and the Skipping Stone Foundation! There will be many more winners coming as we progress to the end of the year, which means many more registered charities will be receiving contributions on behalf of our top-performing staff (and maybe from our readers…)! 

Congratulations to all winners so far, and congratulations to all charities past and future that benefit!