Contact Lens

	A remotely working DPA completes locate requests from home

Contact Lens
A Closer Look at AOC’s Contact Centre Operations
Feb 2021

2021! A brand new year, filled with promise and potential. 2020 was many things, but for Alberta One-Call (AOC), it was an excellent opportunity for us to fully implement and use our remote work structure. Historically, AOC has been operating a work-from-home program for nearly 30 years, but it is only in the last five years that technology has enabled us to spin up an economically viable (nay, desirable) internet-based work operation for our entire staff.

At first, it was a slow introduction with limited work access for certain roles to accommodate decentralized PBX phone systems within their own homes. Steadily, this grew into VPN structures that allowed limited role types to be done from home along with the dedicated call takers. Shortly after, AOC integrated a VOIP software that allowed any agent or manager to handle all call types from a remote location, with even more utility and access previously thought imaginable. The flexibility introduced by these different technologies coming together allowed AOC to phase out more cumbersome tools needed to accommodate a work-from-home structure. This remote work structure was realized in full-force in 2020, with our entire contact centre operating remotely 24-7. 

The COVID-19 pandemic made us re-think not only our work structures, but also our onboarding and training. Other procured technologies allowed AOC to take prospective frontline operators from hire to training to contact centre DPA (damage prevention associate) with minimal contact or exposure for all parties involved. 2021 will see further refinement in these processes as our spring hiring cycle is set to begin again. 

Truly, we have been blessed with strong operational foresight that has allowed us to transition through a trying and difficult year with minimal interruption or issue. As we dive headfirst into the 2021 digging season, AOC will continue to seek out efficiencies and embrace technologies that ensure our operations continue unabated, and manoeuvre smoothly regardless of unforeseen encumbrances.