“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
- 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.