A Closer Look at USP’s Contact Centre Operations
October 2024
Josef Rosenberg - Contact Centre Manager
This is a strange year. Typically, October in Alberta is a frigid affair; a strong taste of chilly winds blowing in from the north, and a few snow dumps that result in a snow-boots-and-jacket-over-your-costume kind of Halloween for most kids. This year? Barely any of that. Temperatures have stubbornly held above zero and snow has fleetingly fell and melted in a matter of days. As a result, we’ve actually held on to the majority of our staff for the month and won’t see any terminations until November!
Of course, with the arrival of the snow we see the departure of a portion of our staff as the homeowners begin to hibernate for another year. From many we become few, and with less calls, emails and chats, we instead turn our attentions to…
…well, if you’ve read my articles before, you know that we spend a lot of the winter reviewing documentation and boy howdy 2024-2025 is no exception (sadly)! Once again we are tweaking and refining our Performance Management Program (this time will be the perfect implementation, I can taste it). That said, while we updated last winter as well (and the winter before that, and the winter before…well you get the idea), our results in 2024 were even more spectacular! I feel as though we really managed to capture the most accurate view of our agent performance so far, but I know we can do even better in 2025! We will continue to foster happy, healthy, and informed staff for years to come!
This is the kind of ephemeral joy that can only be felt at the end of a successful season.