Success Story

headshots of 3 people in a call center with headsetsPearl Interactive Network Ramps Up Federal Contact Center in Less than 90-Days

Goal: Implement and operate a 400+ employee contact center in 90 days

Solution: Pearl Interactive Network secured a contract to quickly operationalize a new contact center. The company immediately put an implementation plan into action which included the recruitment and training of more than 400 employees for the inbound call center. This included a mix of permanent and temporary customer service representatives (CSRs). This was particularly challenging because the contact center was based in a geographically-challenged location. Training was extensive to ensure the CSRs were able to articulate the mission of the federal program and understand laws and regulations. Skills training was also provided to ensure the CSRs could provide outstanding service and tailored responses to each caller.

In addition to hiring and training the right CSRs, Pearl took special care in hiring managers who paid special care to managing the workforce and fulfilling Quality Assurance Surveillance Plan deliverables, such as performance standards, data collection, incentives and metrics to address day-to-day and long-term operational goals and needs.

The management team and Pearl’s accessible leadership team knew that creating a caring, family-like culture that prided itself on accountability would be key to meeting performance goals. Steps were taken to help employees get to work, provide them support, as well as listen to and implement employee feedback such as flexibility and snacks and puzzles in the break room. Rewards are provided to recognize employees for performance. Pearl has also taken steps to become an integral part of the community to support recruitment and retention efforts, including food, clothing, cleaning supply and school supply drives, and participation in community festivals.

Results:

  • Contact center was fully staffed and operational in less than 90 days
  • The Pearl team is the top-rated contact center operation contracted with the government entity
  • Higher CSR retention rate than standard industry averages
  • Most seasonal employees return during each surge
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