Security Sales & Integration

October 2013

SSI serves security installing contractors providing systems and services; surveillance, access control, biometrics, fire alarm and home control/automation. Coverage in commercial and residential product applications, designs, techniques, operations.

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VECTOR SECURITY – VERY SERIOUS ABOUT FALSE ALARMS and discussions? What does each side bring to the table? Killian: We utilize our software to fag accounts that have false alarms. Te central station will assign a code to an account; that code generates notifcation to the branch managing the account. Te managing branch then contacts the customer to resolve their problem and works with the central station if special instructions need to be placed on the account to avoid any further dispatches. What are the advantages of operating your own central station rather than contracting with a third-party monitoring company? Petrow: Tere are several advantages, but mainly we are able to hire and train our own operators on procedures that are specifc to Vector Security. We are also able to better manage quality control as well as equipment upgrades to make sure our customers get the best and most up to date monitoring services possible. What role do standards like CP-01, practices such as Enhanced Call Verifcation and training, NTS for example, play in successful alarm management? Killian: ECV has been one of the best practices put in place, along with electronic verifcation. We saw an immediate decrease in the number of dispatches when we put these into play. Tese two practices alone reduced dispatches by 35%. CP-01 was instrumental in getting our manufacturers onboard with dispatch reduction, which allowed customers to be accustomed to having that few extra seconds to disarm their system versus the immediate transmittal of a burglary signal and subsequent busy signal on their phone line. What were the challenges in implementing the plan on the customer side? Did any problem accounts become more problematic? What has the overall feedback been from your customer base? Killian: We did not see a lot of challenges from residential customers, as our mailing campaigns informed them of the FIND IT ON THE WEB: FILL UP WITH MORE PETROW See the conversation extended with Vector Security CEO Pam Petrow in an exclusive Under Surveillance post at securitysales.com/blog. 34 / SECURITYSALES.COM / OCTOBER 2013 PHOTO BY ERIC JUNSTROM PHOTO BY ALAN ADAMS A sister company of the Philadelphia Contributionship founded in 1752, Vector Security now serves more than 270,000 customers. At left is its West Central Station, which handles national account clients. Pictured below at Vector Security's headquarters are (l-r) V.P. of Central Station Services Anita Ostrowski, False Alarm Program Manager Patricia Killian and President/CEO Pam Petrow. changes we were making and the benefts to them. For the few that complained, once they were advised of the reasons we were doing this and that we could save them from being fned by their municipality, they jumped onboard. Large retail accounts took a little more convincing. Our National Accounts Division (NAD) provided a great deal of training, and presented statistics and costs savings. Eventually the national retailers came onboard. Tat was probably one of our bigger challenges but our NAD team did well with it. What kind of feedback have you received from colleagues with other security companies? Have you been able to inspire any of them to be more proactive and conscientious? Killian: We are well respected by colleagues regarding our program. We have had companies call to discuss what we do and how we do it. Our dispatch Web site has been shown to other companies, allowing them to view how we track our data. How have the results meshed with your projections and expectations? Killian: We set goals early on. Once we reached that goal we created another. Our goal now is to continue to reduce false alarm incidents each year, which we do, and to continue our program with the same enthusiasm that we started with. Vector Security operates in a sometimes, cold and hostile weather environment. How does that afect your approach to technology, design/installations, maintenance/service and practices/procedures? Killian: Cold weather can be difcult, but not to the same degree as the warmer weather that is accompanied by severe thunderstorms and hurricanes. Our technicians inspect doors and windows very carefully prior to placing sensors on them. Our ofces involve all employees to make sure customers are serviced as soon as possible and discuss special instructions with customers to reduce their risk of accumulating false dispatches.

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