Our Performance Levels
“Category II high-integrity certification standards guarantee that, if there’s localised disturbance, operation of the business will continue unaffected…”
We know that we are judged on our performance levels and you count on us to deliver. To make sure that we exceed both the requirements of BS5979:2007 and our customer’s service level agreements, we’ve looked at the wider picture and employed some innovative solutions.
One such solution has seen us invested in a Mitel Contact Center Manager software – technology more commonly used by larger inbound call centres, the type that deal with product support and other consumer information inquiries, which enables us to be both proactive (by planning ahead) and reactive (by being able to balance the way the incoming calls are answered) and this significantly improves our efficiency.
We have three categories of incoming calls: alarm handling (responding to confirmed CCTV, security or fire alarm activations), coordination (such as dispatching an engineer to a call out) and general calls (when an engineer wants to put a system on test, for example).
Our shift planning team are proactive by interrogating the Mitel software to provide data which will impact on call levels. Bad weather, for example, can cause a spike in alarm activity and by knowing about it in advance, we can plan our rosters to ensure anticipated demand is covered.
At other times, a specific category may be in high demand for unforeseen reasons. Because the Mitel software enables the shift managers to see the status of all operators across both ARCs/RVRCs and identify in real-time the number of callers waiting in each queue, we can immediately react by moving our operatives between not only the queues but also the two ARCs/RVRCs to ensure a faster response times.
To make sure that it’s always business as usual, all shift managers are taken through a regular monthly drill covering contingency procedures so that if ever there is a fire, a freak meteorological event or even a bomb threat, they can instantly react and reroute signals appropriately to our other alarm receiving centre with no loss to our performance levels.
Incidentally, it takes 15 months to fully train an operative. Everyone starts on the general calls and progresses through coordination to alarm handling and are only ever allowed to answer the category or categories they are proficient in.
These are just some of the things that set us apart from the competition.