Commercial Integrator + Security Sales Sept/Oct 2023 - 96

SSI
ALARM MANAGEMENT: CPI CELEBRATED FOR DISPATCH DISCRETION
Ken Gill: Field operations, underwriting
and monitoring teams work together to
ensure a proper installation experience.
This includes ensuring we have correct
contact lists for customers to notify in
case of alarms and confi rming all devices
are installed and programmed correctly.
Additionally, a quality assurance team
completes onsite inspections and works
with operations leaders on an Install
Quality report card.
Our underwriting team performs a survey
with the technician and the customer
to ensure we delivered all that is needed,
and that the customer has been properly
trained on how to use the system. Our
central station provides another layer of
audit to ensure that all signals are sent
properly so we can respond correctly.
What have the customer challenges
and law enforcement feedback been?
Gill: Generally, customers have been receptive
to the steps we have made toward
reducing false alarms. Customers may
be motivated to prevent alarm fi nes in
applicable areas, or they understand and
wish to not be a nuisance to responding
authorities. The key is delivering the SOP
as a positive and explaining the " why " to
customers that have questions.
Overall, police jurisdictions have been
receptive to alarm company steps to
reduce false alarms. They have seen our
commitment to the process as we have
been partners with them, not adversaries.
The goals for both alarm companies as
well as law enforcement are the same:
preventing or stopping the bad guys from
committing crimes toward customers,
14 PDQ Best Practices
1.
Advertising, sales
literature provide
realistic expectation of
alarm response
2.
Salespeople
explain permitting
requirements, fees and
fi nes
3.
4.
Use of Enhanced
Call Confi rmation
(ECC, formerly ECV)
Contact customers
after every false alarm
5.
Track worst false
alarm off enders and
take action
Founded in 1991, CPI has
grown into one of the
nation's top 10 largest
security providers with
more than 750 employees
serving customers across
the Carolinas and into
Georgia and Tennessee.
while also minimizing any unnecessary
resources spent on false alarms.
SIAC's work has been instrumental in
encouraging model ordinances for police
jurisdictions and provides a conduit for
eff ective dialogue when needed to address
concerns about dispatch rates and
" No response. "
Have results aligned with projections?
Steve Butkovich: Obviously, the goal is to
have zero false alarms. That said, as we
look at the sum of all the eff orts made,
they have had an impact on reducing
dispatches. We will continue to pursue
additional opportunities to provide even
better results. The role of the central
station continues to be a crucial part of
professional monitoring that clears 80%90%
of triggered false alarms.
Customers will continue to forget about
6.
7.
8.
Instruct customer
on verifi cation
process and keep call
lists updated
Ongoing communications
with customers
Installers have
minimum NTS
Level I or II training or
equivalent
96 Commercial Integrator+Security Sales & Integration | Sept/Oct 2023
9.
the arming state of their systems or their
passwords but are reminded of the value
monitoring brings when we respond to
accidental triggers.
Technology continues to reduce the
occurrence of accidental triggers from
weather or failed equipment. Improved
equipment technology and customer
access to real-time video and situational
data during alarms allows them to quickly
respond and cancel accidental activations
from cleaning crews, visitors, workers,
etc. Our expectations continually adjust
as new technology allows us to provide
better customers experiences.
Why is CPI bullish about video
verifi cation of alarms?
Butkovich: Video verifi cation is both here
and most defi nitely the future of alarm
monitoring. Combining better quality
In-house training
must be led by
credentialed instructors
10.
11.
Customers
thoroughly
instructed on all system
operations
Checklists used
for installers and
customers
12.
13.
14.
Unique or additional
initiatives
(e.g. video verifi cation)
Development of
strong working
relationship with local
law enforcement
Properly calculating
and actively
reducing false dispatch rate
TOMMY BERRY
Commercial Integrator + Security Sales Sept/Oct 2023

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