We have the unique privilege to serve prime contractors, government agencies, and commercial enterprises providing program services to constituents and customers. Whether a prime contractor, government agency, or commercial enterprise, we work on behalf of our clients to deliver consultative and compassionate contact center interactions helping customers navigate complex beneficiary services.
With a compassionate and consultative approach, we can ramp up our solutions quickly to address increases in contact center volumes or sudden changes in services supporting surge requirements. We source, hire and train the best employees, and deliver our services from a secure virtual “at home” network or client site.
Our Recognized Approach
We source, hire, and train the best team for contact centers whether they are on client site, in one of our facilities, or located in a secure work from home environment.
Our Recognized Approach
We source, hire, and train the best team for contact centers whether they are on client site, in one of our facilities, or located in a secure work from home environment.
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.
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 delivered from a secure virtual “at home” network or client site.
Technology
Pearl has proven experience implementing the latest contact center technology, 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 detailed Quality Assurance Surveillance Plans (QASPs) and design our performance tracking and analytics to meet client goals. Reports can be customized for individual client needs and provided at the desired frequency.
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