Government Contact Centers

The One-Stop Resource for Government Contact Centers, Program Management & Staffing

Pearl Interactive Network (Pearl) is a one-stop resource to build, recruit, source and operate federal and state government contact centers. We are rated a top performing federal government contact center because we do what it takes to meet program management goals.  How we do it comes down to the following:

Infrastructure: Whether it’s selecting or building out a chosen site, we bring contact center blueprints and guidelines to life – no matter the timing. In fact, we completed full ramp-up staffing of 500 customer service representatives under 90 days for one federal government contact center operation.

People: We win and keep contracts because of our unique approach to people the epicenter of contact centers. This starts with our proven approach to source, hire and train the best team, with special expertise and emphasis on recruiting veterans and disabled workers. But we don’t stop there. We create a culture focused on taking care of the call center team they can focus on the audiences you serve – resulting in better performance and greater retention, even for seasonal workers.

Technology: Experience with a multitude of legacy and cloud-based contact center platforms and applications enables Pearl to either work with your existing platform or recommend and source the ideal mix of technology.

Omnichannel: The expertise needed to engage your audiences based on their specific preferences. Whether it’s phone, social media, mobile, email or chat, we have access to the omnichannel customer experience skills you require.

Performance: We have a strong track record of meeting program management performance goals and complying with stringent requirements, including Quality Assurance Surveillance Plans and 508 compliance. That’s where our best practices and processes in program and workforce management, extensive training and accessible leadership team come into play.

 

Pearl is a top government contact center because of our ability to outperform other contractors. Learn how by reading a success story.

Put the right people, technology and processes in place to quickly ramp up a high performing government contact center. Contact Pearl today.

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