Call Center Services

Professional call centers to meet your needs

We implement cost-effective call center services for our customers, integrating multiple methods of customer contact, optimizing choice and convenience, saving time, and lowering costs.

Inbound and outbound telephone services
Call center management and operations
Qualified personnel
Quality processes
Paper and e-mail correspondence processing

Inbound and Outbound Telephone Services

Pearson Assessments currently manages more than 35 domestic and international call center projects with call volumes ranging from small (100 calls annually) to large (15 million calls annually). We have handled over 70 million inbound calls since 2000.

Pearson Assessments trains its Call Center workforce to use a broad and flexible range of tools. Our sophisticated knowledge base allows our customer service representatives (CSRs) to access information quickly and easily. Bilingual personnel meet the needs of the Spanish-speaking population, and we provide customized technology and sensitivity training to help serve special needs populations.

Pearson Assessments chooses the most appropriate technology components for each project based on the needs of the customer. This approach has given us valuable experience with a wide variety of tools and technologies-including call routing, call tracking, and information research tools-that can be applied to various contact center environments.

Call Center Management and Operations

Pearson Assessments uses the latest in call center technologies to efficiently handle large, fluctuating inquiry volumes. Our sophisticated call management system enables us to respond quickly to changes in calling patterns and volumes, and provides a variety of real-time and historical reports.

Advanced forecasting, scheduling, and tracking software allow our contact center managers to build accurate staffing models, and our Interactive Voice Response (IVR) system provides information to callers at the touch of a button.


	Call Center Management and Operations

Interactive Voice Repsonse (IVR)	Pearson Assessments' cost-effective, user-friendly IVR systems allow callers to access or input information with a single phone call. Callers can order materials, and make account requests, updates, and status checks around the clock.

Computer Telephone Integration	Pearson Assessments seamlessly integrates computers and telephones to produce quality customer contacts. Screen pop data, showing the caller's contact history and personalized information, appears on-screen to help ensure immediate, accurate, and consistent telephone responses.

Call Management System	Pearson Assessments' call management system automatically routes incoming calls to the next available CSR and provides real-time statistics to help ensure efficient call management.

Skill-based Call Routing	Pearson Assessments uses skill-based call routing systems to help ensure inquiries are directed to the best-qualified CSR.

Knowledge-base Applications	Pearson Assessments strives for the accuracy and consistency of customer information through the use of its sophisticated knowledge-base applications.

These applications allow customers across the country access to information quickly and easily, and enable the CSR to provide callers with knowledgeable responses.

Pearson Assessments provides other customer care outsourcing services to integrate all points of customer contact into comprehensive contact management solutions. These services include:

Correspondence processing
Email management
Internet correspondence
Informational materials printing and distribution
Fax broadcasts
Editorial and translation services

Qualified Personnel

Pearson Assessments' call centers are located in areas that offer skilled labor pools, from which we recruit and hire qualified personnel with demonstrated customer service skills. We provide our personnel with extensive initial training and periodic training updates to keep them abreast of program or policy changes.

Entry-level employees have a minimum of 6 months customer service experience.
Staff is trained on multiple projects to add flexibility and gain efficiencies.
37% of the call center staff has completed some college coursework, 24% have college degrees.
13% of the call center staff speak Spanish.

Quality Processes

Pearson Assessments has the call center management and quality processes in place to help ensure that inquiries are answered in a timely, accurate and consistent manner. Our expert call-volume forecasting and workforce scheduling help the timeliness of our service. We carefully monitor and adjust the number of telephone lines, equipment, and personnel to maintain service levels.

We also monitor the performance of our contact center personnel and provide ongoing feedback to help ensure that inquiries are handled in a courteous and professional manner. Calls are monitored in real-time by supervisory and management personnel, and can be monitored remotely as desired. Calls can also be recorded, if required.

Paper and Email Correspondence Processing

Pearson Assessments offers high-quality, professional correspondence services, providing timely responses to customer inquiries. A combination of hard copy and email services allows our contact centers to respond to customer inquiries securely, accurately and quickly.

Our email correspondence services offer enhanced reporting features to track trends and statistics, and they allow customers to build and maintain data for outreach programs based on customer information received in emails. Pearson Assessments also offers a system for receiving, responding to, and archiving correspondence received through the Internet.

Common Applications

Customer support
Third-party verification services
Telephone Surveys
Enrollment/registration solutions
Scheduling and reservations
Assessment scoring
Survey implementation and support

More information about our services?

Call 800.447.3269
Use our information request form
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