The Call Center is an optional Pear Suite feature that facilitates direct communication with members through phone calls and text messages. It is designed to assist frontline staff, such as Community Health Workers and Care Coordinators, by logging all interactions to maintain care continuity.

Ways to access the Call Center

There are several entry points for using Call Center features depending on your current workflow:

• Dashboard View: Displays calls, voicemails, and text messages specifically for members assigned to you.
• Left Sidebar Tab: Provides an organization-wide overview, including messages from all members and unassigned contacts like providers or partners.
• Member Dashboard: Shows a dedicated history of phone calls for that specific member at the bottom of their profile.
• Phone Widget: Accessible from the bottom-left corner of any screen, featuring a dial pad and member directory for making calls or sending SMS while performing other tasks.

Call center filters

Filters in the Call Center tab help organize high volumes of communication:

• Time Received: Filter by preset ranges like "This Week" or "This Month," or define a custom date range.
• Read vs. Unread: Isolate text messages that haven't been opened yet.
• Call Type: Toggle between viewing all calls or specifically missed calls.
• Phone Number: Search for a specific number to pull up a full interaction history.
• Voicemail Status: Filter recordings by whether they have been played (Listened vs. Unlistened).

Managing communications

Staff can use the Call Center to respond to outreach and follow up on member needs promptly. If you are uncertain about your organization's access to these tools, contact your Customer Success Manager.