AvantGuard's Best Practices for Security Monitoring

Mandee Thomas
Sep 25, 2018 8:05:00 AM

When an alarm is triggered, our operators take immediate action. Whether it’s because of an intruder, fire, flood, or a false alarm, they know what to do to. With our Standard Operating Procedures in place, our operators know how to navigate any situation in the most effective and efficient way possible without sacrificing customer service.

Click To See Our Standard Operating Procedures.

There are several reasons that back up they way we structure our standard operating procedures (SOP). Some reduce risk while others improve efficiency and make customers feel better. Here are some of the results of effective SOPs:

False Alarm Reduction

False alarms are, unfortunately, very common. This can lead to police and other emergency personnel responding to erroneous reports and wasting resources. The rate of false alarms can be reduced in multiple ways, including: customer education, group chat technology, integrated video verification, and equipment upkeep.

Enhanced Customer Verification (ECV)

Prior to contacting local authorities, our operators will try to reach out to the client through the information on file. This contact information often includes a cell phone number. If a subscriber can be reached by phone, this is a good way to make sure that dispatch is necessary, and decrease the likelihood of a false alarm.

SMS Texting

With the high rate of spam calls and how easy it is to screen phone calls from unfamiliar numbers, the likelihood that someone won’t answer a call from an operator is pretty high. Through SMS texting, we have another avenue to reach out to subscribers in the event that their alarm is triggered. And since texts have a 99% open rate and an average response time of 90 seconds, there is a good chance that our operators will be able to get a reply using this method.

Chat Notifications

Similarly to SMS messages, chat notifications reach subscribers almost instantaneously and are much more likely to elicit a response than a phone call. The difference: instead of just one person being notified of an alarm being triggered, a pre-selected group of people receive the notification. This allows them to consult one another to see if any of them know of a reason the alarm may have been triggered outside of an emergency situation. Then they can quickly decide to have the operator either dismiss the alarm or dispatch authorities.

Learn more about AG Chat.

Better Safe than Sorry

Through all the methods outlined above, we hope to reduce false alarms and avoid sending emergency personnel when they’re not needed. That being said, we won’t risk the safety of our subscribers. If a fire alarm is set off or, a duress call is made, or if we are ever in a situation where we are unsure, we will choose to err on the side of caution. The comfort and safety of our subscribers will always be paramount.

Keep it Simple

When it comes to best practices for security monitoring, the bottom line is always to keep it simple. Quick, Accurate, Clear—that is our motto. By following procedure, using ECV methods to assess a situation, contact the authorities if necessary, and reach a "full-clear," we can serve our clients and provide them with crucial support, superior customer service, and peace of mind.

Learn more about how AvantGuard monitors for the security industry.

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