Contact Lens

A Closer Look at USP’s Contact Centre Operations

- Josef Rosenberg, Contact Centre Manager, Utility Safety Partners 

It's cold, but it's honest work!

New year, new U…SP!

The holidays are done and gone, and we’re all back to the grind. What a grind it is this season!

We’re full-bore on a long-awaited ticket taking software update this winter, with the modern iteration of the Pelican software being deployed very soon. We’re extremely excited to see this software take our Contact Centre to the next level! Streamlined ticket processing, multiple dig sites, split mapping, I’m getting all bothered just thinking about it.

When you run a Contact Centre, these are the changes that excite you!

Subsequently, we’re expecting to continue increasing the role our Support Team plays in the Contact Centre, as we continue down the road we’ve been travelling for the last couple of years; namely, one where Phone support and Ticket handling take a more diminished role as Support and Prevention become more prevalent. Pro-active education, timely management and effective communication will be our primary tools as we steadfastly plow onward into the future!

We are getting close (well, a couple years likely) to the tipping point, and every brick we lay builds our foundation ever stronger!