Security Sales & Integration August 2021 - 37

cation, etc. For us, it's the 'price of admission'
to best run a network of monitoring facilities.
How does your company train staff to
deliver the latest technology and
customer care.
Kozak: Elite has invested heavily in dedicated
and on-the-ground support teams to test our
products and solutions. We have committed over
$8 million to dedicated systems that allow us to
efficiently detect crime onsite and reduce instances
of false alarms. Our key to retaining our client
base year-over-year has been utilizing automation
to verify performance of physical security systems
and automated proof of networked physical security
system compliance. The tools that we use
internally give exact specifications and fix recommendations
that allow us to really stand out from
our competition and keep our teams engaged
and ready before crime takes place.
Niles: We know that a positive customer experience
starts with a positive employee experience.
Over the past year we have launched employee
resource groups, improved our benefits
packages and provided additional training to
employees across the company to ensure that
our people are equipped to provide our customers
with the best-in-class experience they
expect. In addition to our comprehensive new
hire onboarding process and internal training
platform, we offer one-on-one coaching on
troubleshooting the latest technology and key
success behaviors to enable our employees to
proactively address customer needs.
We also made the decision to move our training
team out from under the HR umbrella and
embedded all our trainers within the business
units they support. This enables them to focus
on key functions and truly be subject matter
experts, in turn allowing them to be more effective
trainers. We've already seen the benefits
of this organizational redesign with better
performance from our sales and customer care
agents in the weeks immediately after they exit
the training program.
Mayer: After an extensive six-week, hands-on
training regimen, we have monthly reviews of
calls and quarterly testing. As needed, we provide
training when we develop new services and
change procedures. Ongoing training is essential
to maintain the highest levels of quality. Dispatch
monitors are rewarded for high quality scores.
securitysales.com
AUGUST 2021 Security Sales & Integration
37
McMullen: More important than training
staff on new offerings is our ability to integrate
new technology in a way that makes it seamless
to our staff. COPS is the only professional
monitoring company with its own proprietary
UL-Listed monitoring platform giving us the
unique ability to modify our systems and build
processes to minimize or eliminate perceivable
differences between systems and technology
when presented to a dispatcher, which saves
precious seconds on response times.
When training is required, you must first
start with the right person. We believe a good
dispatcher is determined by more than experience
and education. So we look for people
who are a " right fit, " and accomplish this with
proprietary recruiting, screening and training,
methods developed with the assistance of an
industrial psychologist trained in matching the
right people to the right jobs. People who are a
right fit tend to be more motivated, more productive
and care more about their performance
- exactly what customers want from dispatchers
safeguarding their homes and businesses.
Those selected begin our proprietary gradation
program, which we believe is the most
thorough, rigorous and challenging in the industry.
The basic premise is " up or out, " in that
we only want people who are interested in becoming
experts in their field to serve our dealers
and their customers. There is no room in
our organization for mediocrity or people who
want only limited responsibility; we want people
who can persistently excel. After the initial
120 hours of classroom training, and countless
hours of direct supervision, our gradation program
becomes a continual process where dispatchers
reinforce customer service skills and
learn new technology.
We leveraged
our nimble culture
and technology
and learned how to
work remotely. We
think it enhanced
our offering for
employees and
even improved our
service level
performance
operationally.
- Steve Mayer,
EMERgency24
According to Elite Interactive
Solutions, the company relies
on the technological advancements
within machine learning
and artificial intelligence to
drive results.
http://www.securitysales.com
Security Sales & Integration August 2021

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