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Centers generate revenue for USPS

Customer care center employees respond to millions of calls each year.
Customer care center employees respond to millions of calls each year.

USPS Customer Care Center employees don’t just handle calls about products and services. The center’s agents also help the Postal Service grow its business.

During the past two years, the four centers have generated more than $40 million in revenue through the Submit-a-Lead program.

“Our agents are the ears of the organization and able to recognize unique opportunities to create new revenue while supporting small-business and residential customers with their mailing needs,” said Enterprise Customer Care Manager Debbie Judy.

Submit-a-Lead encourages employees to notify USPS of potential business opportunities. The program is one of several lead-generation initiatives managed by Sales.

The care centers, operated by Consumer and Industry Affairs, respond to millions of calls each year. In addition to answering customers’ questions, agents receive information from customers about how to improve service and increase sales.

The centers are located in Troy, MI; Edison, NJ; Wichita, KS; and Los Angeles.

“By doing what’s right for the customer, we are able to create new revenue and differentiate USPS in the marketplace,” Judy said.

Employees who wish to participate in Submit-a-Lead may do so online.

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