Pearl is a domestic Business Process Outsourcing (BPO) provider in healthcare and beneficiary services, serving both government and commercial clients. Pearl delivers high-touch customer service experiences that require complex resolution while creating a Personal Emotional Connection with callers. We employ a diverse team of contact center, healthcare, and other Subject Matter Experts to support the unique requirements for each of our client engagements.  

We provide flexible contact center solutions delivered from a secure work at home (WAH) network, or on the client or partner site. We support largescale steady-state engagements, and provide scalable solutions to support seasonal volume fluctuations, and planned and unplanned ramp-ups and ramp-downs.

Working directly with government and commercial clients, as a Strategic Vendor Partner to providers – we are a “BPO to the BPOs” providing:

• Proactive recruitment of contact center, healthcare, IT helpdesk, and agents with financial, claims management, and other skillsets

• Efficiently sourced candidates who are thoroughly vetted and trained in customer service and care.

• Assistance in filling open, sometimes hard-to-fill positions.

• Reduction in overall cost of operations

• Increased profitability on existing contracts

• Competitive edge for new business pursuits

By utilizing our diversity certifications as a Small Business, and our niche hiring of persons with barriers to employment, we help our clients meet ESG and supplier diversity goals.  

Pearl is committed to providing a Culture of Caring for our employees, resulting in retention rates exceeding the industry average and very satisfied employees that deliver outstanding customer service. Our employees are our focus, made up of true frontline ambassadors that provide consultative, compassionate, and often complex solutions.  We provide ‘Services that Matter’ – be it someone struggling to manage a family budget and decide on healthcare coverage, a student trying to repay a student loan, someone who just suffered a major loss from a hurricane, or someone looking to get a COVID-19 vaccination… we know that “empathy” is key.  A focus on caring is part of our DNA; therefore we select candidates that demonstrate a natural ability to show empathy, then train them on customer service skills and creating a Personal Emotional Connection with callers.