Association Life & Health Member Benefits
Customer Service
Pearl appoints a primary customer service team for each affinity group, as well as backup support. Each customer sales representative is fully trained on the program and monitored regularly for accuracy.
Customer Service Performance Metrics
| Action | Actual | Goal |
| Pieces of Mail Received | 6099 | N/A |
| Pieces of Mail Processed | 6099 | N/A |
| Percent of Mail Processed within 3 Working Days | 97.75% | 95.00% |
| Number of Calls Received | 2086 | N/A |
| Number of Calls Answered within 30 Seconds | 2058 (98.66%) | 90% |
| Quality Results (Percent Accurate) | 98.65% | 95.00% |