Federal Agency Contact Center Staffing

Contact Center Staffing for Federal Government Agencies

Staffing a federal government contact center can be complex – particularly for surges, hard-to-fill positions or in geographically-challenged locations. In response to these distinct challenges, Pearl has developed an approach to contact center staffing specifically for federal civilian agencies.

Pearl's approach to federal agency contact center staffing has led to us being recognized as a top-performing contact center. Known for our ability to find, cultivate and retain staff who deliver outcomes without driving up costs, we believe our success comes down to our understanding of people – which is at the core of every aspect of our contact center staffing solution.

The Pearl Solution for Government Agency Contact Center Staffing

Workforce recruitment and retention: We use our proven approach 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.

Surge Staffing Expertise: Our managers are skilled in workforce management and have the ability to navigate seasonal activity and normal call volume. In fact, we staffed a 400-seat call center within 90 days for one federal agency.

Technology: Experience with a multitude of legacy and cloud-based contact center platforms and applications, enables Pearl to work with your existing platform.

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 performance goals and complying with stringent requirements. That’s where our best practices and processes in program and workforce management, extensive training and accessible leadership team come into play. We get Quality Assurance Surveillance Plan (QASP) deliverables and design our performance tracking and analytics around your specifications. Reports are customized, based on your desired formats, frequency and analytics.

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