“Pearl Interactive Network, Inc. (Pearl) a HUBZone Certified, Woman Owned Small Business specializing in multichannel contact center services, experienced threefold growth since the onset of the Coronavirus pandemic in March 2020. Pearl’s growth is attributed to Federal agencies including Department of Veterans Affairs and Health Resources and Services Administration (HRSA), and the States of California and Vermont requirements for virtual contact center services. The new contracts support citizens with general information on COVID-19 testing and vaccinations, scheduling of medical appointments and vaccinations, and assistance with claims for unemployment benefits.”
“’Pearl’s tremendous virtual contact center growth has helped us deepen our social mission of giving hiring priority to people with barriers to employment. Transportation has historically been the greatest obstacle to obtain employment for people with disabilities and those living in economic deserts,’ says Pearl CEO, Merry Korn. Pearl has, since its inception in 2004, held a longstanding social mission of hiring people with barriers to employment such as: skilled and talented veterans, disabled veterans, military spouses, persons with disabilities and people living in economically challenged areas. Among Pearl’s most recent awards is a prime contract with HRSA to support healthcare providers with financial relief resulting from COVID-19 related expenses including testing and care for those unable to pay, and for lost revenues due to canceled elective surgeries and other non-emergency care.”
“Pearl’s core competency is multichannel contact centers, providing consultative, compassionate, and often complex interactions with citizens. Throughout its history, Pearl obtained recognition and awards for outstanding performance, marrying a social and business mission. ‘We attribute our high performance to placing an emphasis on employee engagement, creating a culture of caring, and through training programs that encourage personal emotional connections between our agents and callers,’ states Pearl’s Vice President of Operations, Brenda Wingert. The effort to cultivate a culture of caring is best captured by Ashley Seal, a Pearl virtual employee who comments: ‘In my entire professional career I’ve never worked for an employer as supportive to my success.’” Read more here.
Source: Pearl Interactive Network – National Government Contact Center Provider Surges in Virtual Contact Center Growth — April 12, 2021. Pearl Interactive Network.
