Contact Center Solutions

The Pearl Solution for Multichannel Contact Center Services

Pearl Interactive Network provides multi-channel contact center solutions, specializing in consultative, compassionate and often complex interactions supporting beneficiaries, employees and citizens in healthcare and government services.

We consistently meet or exceed performance expectations as evidenced by receiving awards from the largest federal contractors. And, we have the proven ability to ramp quickly to address increases in Contact Center volumes and services, which can be provided from a Pearl facility, on client or partner site, or with virtual agents.

Our recognized approach is used to source, hire and train the best team, whether they are onsite 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. But it doesn’t stop there. Pearl creates a culture focused on taking care of the call center team so they can focus on their audiences – resulting in better performance and greater retention, including callback rates for seasonal workers.

Pearl customizes a process ideal for your organization’s needs and we leverage best practices that include:

Infrastructure Build Out – We provide contact center services from a Pearl facility, virtually, or on client site. We can take blueprints or plans for your site 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, and requires experience knowing 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 a contact center, help desk or TeleHealth service is 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 provide 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.

Recent News

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On Thursday, December 13, 2018, the persistent efforts of the National Association of Women Business Owners (NAWBO), Columbus for the creation of a Women’s Enterprise Certification (WBE) paid off. House Bill 494 was passed by the Ohio Legislature and signed into law by Governor Kasich on December 19, 2018. The bill contains language that will […]

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