Prospective Client FAQs

 

What is it, and what is the scalability?
Our virtual business process outsourcing services are completely scalable and has a technical infrastructure that enables us to manage and deliver workflow results with agents located anywhere in the U.S. Our VOIP phone system has multiple functional capabilities including:

  • Skills routing
  • Recorded call forwarding
  • Detailed reporting
  • Call archiving
  • Customized screens
  • Call monitoring
  • Automatic dialers 

How is technology integrated into the process?

  • Our call center software is integrated with a  VOIP phone system.
  • We’ve created software bridges between assistive technologies such as JAWS and the call center software system to enable visually impaired agents to work from home.
  • Agents have high speed internet connection.
  • We access web based conferencing and training tools orient agents to new assignments.
  • We use web  based skills testing  to confirm agent capabilities.

Tell me more about call center capabilities?
Our VOIP system has multiple functional capabilities including:

  • Dedicated Agent / Campaign Queues (6)
  • Detailed reporting / Results File Sharing (5)
  • Call Recording / archiving (4)
  • Customized Agent Screens for Screen Pop and Data Capture (2)
  • Remote Call monitoring (3)
  • Outbound Automatic dialers (1)

How are the agents identified?
Pearl Interactive Network has developed relationships with hundreds of regional, state, federal government and nonprofit referral sources. When we obtain outsourced contracts, we develop detailed job descriptions that are broadcast to our extensive referral base.

I have a relative, friend, brother, sister with a disability. Can I refer them to you? 
We hire people for positions we have open and the skills they possess to meet the jobs requirements.

How do you screen home based agents?
We identify the skills required to perform the job and provide skills screening on line. We conduct background checks, a thorough reference check and conduct a three phase interview process by phone.

How do you train home based agents?
Since most of our agents already possess the skills required, the training is job specific. We use webinars and conference calls to train agents. We also have daily conference calls that are used to continue to train agents. Agents can be mentored by our lead agents.

How are agents supervised?
Our phone system provides real time monitors so we can listen to calls, record and archive calls. We review daily reports and consistently assess the quality of the work delivered and the attainment of daily goals.

What if we want you to help us recruit veterans for onsite placement?
We have established a data base of referral sources for veterans, mature workers, displaced workers, people with disabilities, mature, injured workers and military spouses. Companies that have goals of inclusive hiring practices can contract with us as a recruiting and placement source.

What are the types of contracts that Pearl Interactive can service?

Service & Support Solution Sales Solution Customer Service Solutions Administrative Solutions Recruitment
  • Agent Automation
  • Client Intake
  • Client Conflict
  • Data Collection & Entry
  • E-Care
  • e-Procurement
  • Electronic Audit Trails
  • Help Desk
  • Technical Support

 

 

 
  • Relationship Marketing
  • Appointment Setting
  • Lead Generation
  • Marketing Research
  • Marketing Surveys
  • Cross and Upselling
  • End to End Sales

 

 

 
  • Account Management
  • Agent Relations
  • Answering Service
  • Collections
  • Complaint Handling
  • Eligibility Determination
  • Enrollment
  • Loan Consulting
  • Order Processing
  • Reservations
  • Tele-Research
  • Welcome Calls

 
  • Database Management
  • Transcription
  • Word Processing
  • PowerPoint Presentations
  • Data Entry
  • Document Preparation
  • First Report of Injury
  • Claims Processing

 

 

 
  • Screening
  • Interviewing
  • Job match access
  • Access diversity workforce channels
  • Job placement
  • Detailed Reports
  • Diversity consulting services

 

 

 

 

 

What are the types of disabilities that your agents have had?
We hire people based on the ability to do the job. Our agents happen to have conditions that can be supported through assistive technologies.

Among some of the challenges of the agents we’ve hired are:

  • Blindness
  • Carpal Tunnel
  • Depression
  • Degenerative Spinal Conditions
  • Diabetes
  • Manic Depression
  • Multiple Sclerosis
  • Obsessive Compulsive Disorder
  • Paralysis
  • Post Traumatic Stress Disorder

How do you employ people who are sight impaired?
We use JAWS, an assistive technology that reads screens. Our skilled JAWS users perform all the functions of sighted agents such as reading, responding, sending and saving documents.

How do you employ quadriplegics or paraplegics? 
We use a software system called Dragon Naturally Speaking. Using a microphone, our agents send messages, e-mail, send attachments and perform the same functions as any other call center agent

You are doing such a good thing by helping people.
Actually, the agents who work for us are a great asset to us. We find that the workforce we hire typically have a strong work ethic, high motivational level and tend to have a low attrition rate.  There is truly a demonstrable business case for the advantage of tapping a talent pool of people with challenges.