A Closer Look at USP’s Contact Centre Operations
November 2024
Josef Rosenberg - Contact Center Manager - Utility Safety Partners
Canada, its winters, and I have a long and confusing relationship.
I, like most Canadians have a strong ennui toward the cold, a firm and consistent knowledge that the winter will be cold, dark, and full of shoveling, but also full of enjoyable time outside, and the strange magic that can only be experienced in -15 C while surrounded by a monochromatic blanket of snow.
It certainly took it’s time this year however, as we did not see snow (or at the least, consistent, sticking-around variety) until mid-November. Subsequently, the Contract Centre was quite busy late into the fall this year for the first time in a while, and we retained a large chunk of our seasonal staff until the end of the month. Alas, the winter has finally arrived and we have seen inbound volumes plummet with it.
So it begins again, the winter task time that we’ve so long enjoyed. Like the winter itself, I always find myself at odds with this downtime. On one hand, it gives me that so-necessary time to review, revise, and revisit all of our processes and procedures in the hope of improving efficiency and clarity in the Contact Centre, but on the other hand it also feels daunting, a finite window of time to improve things, or introduce new softwares before things pick up again and I am overwhelmed with a new hire cycle, training cycle, and sudden influx of requests from excavators eager to dig.
So it goes! Limitations may be intimidating but in the end they push us to perform and bring out the best in ourselves. 2025 will be yet another banner year for the Contact Centre!
It may not appear exactly like this, but sometimes it feels like it