Alternate Access, recently installed a Wave IP 2500 (TM) phone system at the office of Chapel Hill, N.C.-based Management Services On-Call. The phone system provides them with comprehensive call center capabilities, enabling its staff of nearly 30 to manage client call flow through such features as call queues.

With this new implementation, Management Services On-Call will be able to ensure that each incoming call is routed to the correct employee with the expertise to handle the specific needs of the caller. And, each queue will offer a bird’s eye view of how efficiently incoming calls are being managed along with specific statistics for each agent.

Alternate Access CEO, Kelly Lumpkin, says the company is pleased to continue their partnership with such a valued customer and when Management Services On-Call needed to move to a new phone system, they returned to them for advice.

Lumpkin says the Wave phone system allows the call center the functions they need without requiring a large investment in extensive call center software. With the costs normally associated with an efficient call center, this move greatly reduces the financial burden on the organization.

Management Services On-Call President Cameron Cox III, MHA, FACMPE, says on day one the company realized a significant decrease in calls that typically went to voicemail. This improved call handling will ensure the company can deliver a higher quality of service to all users

Management Services On-Call was founded in 1997 by Cox and began as a medical billing company that also provided consulting services to physicians looking to start a practice, renegotiate managed care contracts or develop new business lines.

Alternate Access was founded in 1993 in Raleigh, N.C. and provides intelligent business phone systems to small business and branch office clients locally and nationally.

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