A Closer Look at USP’s Contact Centre Operations
April 2024
Josef Rosenberg - Contact Centre Manager, Utility Safety Partners
Spring has sprung, for real!
In a stark contrast to 2023, the 2024 spring season has been unseasonably dry. While we still get the occasional dump of snow, the actual weather (and resulting ground thaw) has allowed crews to hit the dirt early and fast. While we haven’t seen volume explode quite yet (though we are very close), we know that it is coming. We once again wait here, crouched and ready, with bated breath and gritted teeth, because those of us who have been here before know what is to come.
May.
Of course, this will likely be a Typical May. May is predictably busy, even in years where the weather warms quickly at the end of March, but what remains to be seen is just how long the business will last. With our recent uncommon phone volume increases, we have had to hire not one, but two sets of employees to shore up our resources for the coming season.
Will volume dissipate and peter out as we start June? Or will we see requests continue to pour into the Contact Centre well past June and into Stampede week?
I unfortunately do not have the answer, though the safe money will always be on the latter, rather than the former!