Our story is a familiar one; a dedicated team of people working to create best-in-class service that keeps our clients connected to their most valuable asset, their customers. Our heritage is one of innovation, service and results. This is our story, 60 years in the making.
C. Malcolm Riggle, Sr. founds King's Answering Service, focusing on handling calls for customers 24-hours a day. Malcolm was a stickler for hiring cheerful, smart and dedicated people; often investing in cutting-edge technologies.
Malcolm Sr. invests in the 1-A Console Switchboard and Concentrator Identifier. This allows for a centralized office space and streamlined call handling. The investment in this technology, though huge at the time, positioned King's well ahead of the competition and set the standard for our dedication to call center innovation today.
At the age of 18, Malcolm Riggle Jr. succeeds his father as President and Chief Executive Officer. Malcolm continues to innovate, create new service lines and set the pace for measured, consistent, service-focused growth at Call Management Resources today.
Computers are installed at switchboard stations, an unprecedented move in the industry at the time. This allowed our agents to reduce time on the phone and efficiently take more calls.
All analog switchboards are replaced with digital, computerized call-answering equipment and software. This allowed us to track data, route calls faster and improve service levels.
Technological and market changes, as well as a shift in core business, leads to the strategic decision to change our name from King's Answering to MessagePlex. MessagePlex pioneers hybrid answering service-call center services.
MessagePlex becomes Call Management Resources to better reflect the broad custom applications we provide clients.
After a successful pilot program, the company implements remote and virtual office capabilities for our agents. This shift allows us to hire without geographic limitations, makes our staffing model more nimble and increases agent happiness and productivity.
We know that our industry is growing and changing at an incredible rate. Our heritage of innovation means that no matter the changes, Call Management Resources will be leading the charge, leveraging technology and hiring the best people to stay true to our long-term strategy: putting our customers first.