Contact Center Operations

We get contact centers inside and out, and have the federal government experience to build them out from the bottom up, according to your specifications and timing. Our ability to scale and operationalize contact centers quickly is one of the key reasons why we’ve been selected as a federal prime contractor.

Our government contact center operations services include:

Infrastructure Build OutWe can take your blueprints or plans at your site and make them reality based on your timing requirements. Fast ramp up of contact centers that handle challenging public-facing services is one of our specialties.

TechnologyDetermining the most appropriate technology to operate a government contact center is challenging, and requires experience knowing what mix will make the most sense to meet your guidelines and consumer preferences. Pearl has both the experience and skills needed to acquire and implement the best technology solution.

Program Management Pearl customizes a process ideal for your organization’s needs. This provides outsourcing solutions that result in consistent service delivery – from recruitment to retention, to engaging consumers based on their desired channel.

Workforce ManagementEnsuring a contact center or help desk is staffed appropriately to meet surges in activity is essential. Our managers are skilled in workforce management and have the ability to navigate seasonal activity and normal call volume.

Performance Tracking and Analytics – We get Quality Assurance Surveillance Plan (QASP) deliverables and design our performance tracking and analytics around your specifications. Reports are customized, based on your desired formats, frequency and analytics.

Accelerate your contact center’s performance by putting Pearl’s staffing and sourcing solutions to work for you. Contact us today.