Our Dispatch Centers

Call center woman talking on headset

24/7 – 365 – Dispatch/Service Centers

ALC’s passenger-centric dispatch technology was developed with the end-goal of delivering quality, safe, reliable and on-time transportation services.

 

To accomplish this, ALC’s dispatch specialists first determine the requirements of the member, then they assign the correct vehicle, equipment and driver to meet the member’s unique transportation needs.

 

ALC’s dispatch technology establishes the most optimal route and then performs systematic, real-time route optimization to adjust to road closures, weather and traffic conditions; and any other unpredictable events. We can react quickly and can handle same-day service, providing the right vehicle at the right time at the right place.

 

Our proprietary route optimization and GPS-based dispatching technology, used in conjunction with the vehicle’s mobile data terminal, supports minute-by-minute agility, pin-point accuracy and ultimate responsiveness in routing, dispatching, tracking and compliant reporting.

Customer Service and Reservation Center

Customer service is a top priority for ALC’s employees and associates. The company’s Customer Service Centers (CSC) are open 24 hours a day, 7 days a week, 365 days a year. And in an industry where on-hold times are measured in minutes, ALC averages less than 11 seconds per call.

 

To meet the unique needs of healthcare programs across the United States, ALC’s reservations staff is multi-lingual and specifically trained in the administration of Healthplan Transportation Benefits. The ALC reservations process can be easily customized to meet a healthcare program’s requirements. For example, member calls can be directed to operators who are dedicated to answering calls and gathering data on behalf of your specific healthcare organization.

 

ALC’s reservation specialists confirm member eligibility and monitor the number of trips taken by the member to ensure program benefits are not exceeded. With hundreds of agents available at any given time, as well as online reservation capabilities, ALC not only improves the quality of service, but also makes it easier for your members to utilize their transportation benefits.

Our crossed-trained scheduling, reservation and dispatch teams are responsible for:
  • Quality assurance
  • Complaint resolution
  • Reporting
  • Invoicing

ALC’s state-of-the art communications facilities are centralized operations centers with professional management that operates 24/7/365 with systems and infrastructure designed to support 99.99 percent uptime.

 

Key features include:
  • Fault Tolerance
  • Redundant power, hardware, fiber communications
  • Redundant communication center
  • Live backup