Customer Service


   “You are always prompt and courteous, and help me with timesheets and all other questions with kindness. I appreciates that. It makes a big difference when I call in…you always answer quickly and kindly every time” - PPL Customer


PCG Public Partnerships provides specially tailored telephony solutions to meet the unique needs of its clients. . Our customer service staff is trained in communicating with a diverse population, including individuals with disabilities, their family members, and vendors/agencies. We use state-of-the art telephonic technology to receive and track incoming calls to ensure every question is answered accurately and professionally. Our customer service centers ensure that all questions related to paper-work requirements, or regarding services or payments, are answered in a timely manner, with documented results.


  • Inbound & outbound calls
  • Interactive Voice Response (IVR)
  • Natural English & Spanish speakers
  • Multi-lingual translation
  • Email
  • Text telephone (TTY)

PPL Customer Service Centers

PPL’s full-service customer service centers handle more than 50,000 inbound calls and launch more than 20,000 outbound calls each month from locations in Arizona, Colorado, Massachusetts, and Virginia. The customer service centers operate Monday through Friday, 8:00AM to 5:00PM in each of our programs’ local time zones. Using our Web Portal software solution, customer service representatives provide callers with real time information about the status of payments and guidance on the completion of state documents. In the case where there is a delay in payment of a participant’s budget item, customer service places outbound calls to the participant, their representative, their case manager, or provider to ensure that there is a prompt resolution to the issue.

 

Multi-Lingual Translation Services

PPL provides translation and interpreter services, including American Sign Language and services for persons with limited English proficiency. Many of our Customer Service Center staff is Spanish-English bilingual. Customer service staff provides dedicated language queues in English and Spanish where appropriate, with real-time translation resources available for other language needs. TTY services are available throughout the call center day.

 

High Quality Standards

More than 97 percent of our customers choose to interact with a live customer service representative rather than a voicemail system. Although PPL’s standard for returning messages is a return call within one business day, actual statistics indicate the average call is returned within a matter of few hours. Recent audits reflect phone system availability and accuracy at 99.3 percent. PPL monitors call quality through intensive call reviews measuring more than 30 unique call elements. Continuous feedback to representatives helps them to refine their skills. 

 

Why Choose Us?

"We make it easier for consumers to create their own opportunities."

We build each program to meet the unique needs of each state and the program participants while satisfying the most current Centers for Medicare and Medicaid Services (CMS) and IRS requirements.

 

What Clients are Saying...

  • “Kianga displayed Superior Customer Service on her call today, let me vent, had great patience, and came up with a solution that I was happy with. Thanks.”– program participant in Virginia

Contact Us

Feel free to contact us today

Address: 148 State Street 10th Floor Boston, MA 02109
Telephone: 1-855-2GETPPL (855-243-8775)
FAX: 617-717-0085
E-mail: ppl@pcgus.com