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Government programs are ever-changing and evolving, making it imperative that call center technology and personnel can keep up with these rapid changes and provide uninterrupted services to the citizens they serve. This is where we come in. As experts in all facets of contact center solutions, we eliminate the burden of government agencies to implement call center operations and staffing themselves. Instead, they can focus on what they do best, serving citizens.

With a compassionate and consultative approach, we are able to ramp up our solutions quickly to address increases in contact center volumes or sudden changes in services, supporting seasonal, short-term, emergency and surge requirements. We can support you onsite or virtually and we have repeatedly been recognized for exceeding performance expectations.

Our Recognized Approach

We source, hire and train the best team, whether they are on client site, in one of our facilities, or located virtually. We also offer specialized expertise and emphasis on recruiting veterans, disabled veterans, military spouses, people with disabilities and people living in geographically challenged areas.

Our Recognized Approach

We source, hire and train the best team, whether they are on client site, in one of our facilities, or located virtually. We also offer specialized expertise and emphasis on recruiting veterans, disabled veterans, military spouses, people with disabilities and people living in geographically challenged areas.

We create a culture focused on supporting the contact center team so they can focus on their audiences – resulting in better performance and greater retention, including callback rates for seasonal workers. And we take pride in people wanting to stay in the Pearl family year after year, assignment after assignment.

We also offer supportive care called Pearl Beneficiary and Supportive Care Navigator Services. Pearl Beneficiary Services provides callers with information on how to access and navigate their benefits. Pearl Supportive Care Navigators coordinate social determinants of care such as transportation, home care visits, housekeeping and food delivery.

The Pearl Process

We customize a process and create solutions for your organization’s unique needs and leverage best practices learned over the last two decades.

Flexible Solutions

We provide contact center services from a Pearl facility, virtually, or on client site. We can take plans for your operations and make them a reality. Fast ramp up for contact centers services is one of our specialties.

Technology

Determining the most appropriate technology to operate a government program is challenging. It requires experience to know what mix will make the most sense to meet policy requirements, your guidelines and constituent preferences. Pearl has both the experience and skills needed to acquire and implement the best technology solution, integrating with the client’s existing infrastructure where appropriate.

Workforce Management

Ensuring contact centers, beneficiary or care navigation services are staffed appropriately to meet surges in activity is essential. Our managers are skilled in recruiting and talent development. They also have proven expertise in balancing workforce requirements for seasonal activity and normal call volume.

Oversight and Governance

Our team of experts provides strategic oversight of every program to ensure that every project, task, or team works seamlessly together. This oversight also ensures we can adapt quickly to surges and other challenges that could impact outcomes.

Communications

We believe strong communications result in better performance. Our transparent and team-oriented approach to communication ensures clarity surrounding roles, desired outcomes and ensuring appropriate information is delivered in a timely manner.

Performance Tracking and Analytics

We manage to detailed Quality Assurance Surveillance Plans (QASPs) and design our performance tracking and analytics to meet these goals. Reports can be customized for individual client needs and provided at the desired frequency.

Click here to download our Capabilities Statement

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