For Suzie Nye, AvantGuard Monitoring Centers Vice President of Operations, pouring over mountains of statistics on a daily basis just comes with the job. Suzie who is responsible for the daily operations of both of AvantGuard's two fully redundant central stations located in Ogden Utah, and Tacoma Washington uses these statistics and other performance metrics to ensure the smooth and efficient operation of both central stations.

"I look at our response times by shift for both centers every day. I am looking for how quickly alarm signals are being accessed and processed by our operators" said Suzie. "By tracking our average response times, I can determine staffing levels for our call centers. The bottom line is delivering fast service to our dealers and their customers who are counting on us." 

Speed is great, but accuracy is even more important in handling alarm signals. Suzie continued "I track our response times, and also work closely with our Quality Assurance Department that audits AvantGuard's operators for accuracy. We want to be fast, but we also want to be accurate." said Suzie. "By tracking speed and accuracy metrics on a daily basis we can make sure we are delivering unrivaled service to our dealers."

Not only does AvantGuard monitor response times for alarm signals, but we also track statistics related to efficiency on the telephone, as well as customer service. According to Troy Iverson, AvantGuard's Vice President of Sales and Marketing, "we pride ourselves on not having an auto attendant. We want our dealers and their customers to know that when they call AvantGuard, their call is going to be answered quickly by a highly trained and skilled operator who is ready to help them."  "We track on a daily basis the average time it takes for inbound calls to be answered, and our Quality Assurance guys audit the calls to make sure we are treating our callers with exceptional customer service. "

In an industry where seconds count, AvantGuard is investing heavily to ensure that when we are called upon, we will respond quickly, professionally and accurately.

-AG