Operations - The heart of the ARC/RVRC
The Operations Department is where it all happens - new systems are commissioned, existing systems are serviced, alarms are dispatched, telephones answered and service is co-ordinated.
Our Operations Co-ordinator is responsible for performance statistics on all inbound and outbound alarm or telephone traffic, and for the welfare of the Staff.
We run six concurrent shifts to guarantee we always have the appropriate number of staff present to cover the whole year. We never close.
All incoming alarm calls are handled automatically by the management information system (MAS), alarms which are not filtered are displayed to operators for dispatch.
Telephone calls are handled by a comprehensive call distribution system (ACD) on an ISDN network. All calls, both alarm and telephone, are routed to the first available operator in strict rotation over our virtual network.
We have the ability to route calls between the two ARCs and to specific console areas, based on the geographic location of the incoming call. This ensures a high quality of service at all times, especially during adverse weather conditions.
Performance criteria are defined in British Standards, to which the company operates and is independently inspected by NSI.