Multi-Channel Contact Center Services
Innovation and Expertise for a Better Customer Experience
Our multi-channel contact center services help organizations stay highly responsive to constituents and customers. We pair high-tech capabilities with knowledgeable, empowered HIPAA-trained client care experts — helping you provide clear, accurate, real-time answers to your stakeholders’ questions.
PGBA HIPAA-compliant employees undergo intensive training tailored to your program’s requirements. Our integrated service model includes live assistance and easy-to-use self-service options, online or over the phone.
- Skills-based routing connecting callers to agents with specialized knowledge in their area of need
- Live chat that enables one-on-one online support
- A secure portal that allows quick and convenient online self service
- Computer Telephony Integration (CTI) for quick and seamless call transfers
- A browser-based CRM that displays caller’s account data on agent’s desktop upon transfer
- An automated document generating system (ADGS) that produces customized letters to customers
- Monitoring, measurement and analysis tools that track call volumes, gauge customer satisfaction and identify trends and improvement areas