2013 was the year that started it all for the on-site, Pearl team in Winchester, KY known as CCO. CCO stands for Contact Center Organization which is part of the government agency Center for Medicare and Medicaid (CMS). The employees in Winchester support calls from beneficiaries looking to enroll in coverage either through the Affordable Care Act (ACA) or Medicare.
Within our 10 years on the KY CCO contract, we have gone through many changes. Adapting, transforming, and growing within our industry. One factor that remains unchanged is our outstanding staff members. Displaying not only their loyalty, but also their experience in the years of service that they have given to Pearl Interactive.
We would like to recognize several of the employees that have been with the project from its inception in 2013. Production Managers (OM) Daniel Maxwell, Meredith Gross, Supervisors Ronald Welch and Paula Long, Trainer Danielle Burton, and CSRs Michael Tatman, Gwendolyn Parks, Marshall Burge, Melissa Stamper, & Dana Jones joined the team between August and September of 2013. We would like to take this opportunity to recognize our newest Program Manager, Cliff Edwards, who joined the project in June of this year! Thank you all for your hard work and dedication! Our success over the past 10 years is contributed to each and every employee that has joined our team.
As of 10/15/2022, we no longer share a building with our primary contractor, but we now host Pearl employees throughout the entire building! In this process, we inherited so many wonderful additions to the Pearl Family! Among those we have 3 additional Managers, 13 Supervisors, and countless hardworking and dedicated Customer Service Representatives. Many of which, are skilled in multiple Lines of Business and trained to handle the complexities of several complicated calls.
The level of experience and knowledge that we have seen from this CCO contract is beyond words. We stay forever thankful and grateful to our staff members for their undeniable commitment and service!
A few fun facts:
The call center takes on average, 700,000 calls a year. That means over the last 10 years, the Pearl team has handled ~7 million calls!
On average we have 500 new CSRs start each open enrollment period so over the last 10 years we have had ~5,000 new hires.
