The performance of your central station can quite literally change someone's life. Every person who works in the central station knows how important it is that they do their job right -- and that they do it right the first time.
So it's no surprise that leading central stations are always looking for ways to improve their processes and procedures. The Central Station Alarm Association (CSAA), which co-owns ESX along with the Electronic Security Association (ESA), has been working for years to develop programming and education to help central station operators do their jobs even better.
At ESX 2012 in Nashville, those education programs will be available to security integration and monitoring companies in the Central Station Operations seminar track, sponsored by Sur-Gard. The track covers topics ranging from technology to operator management to processes.
This year, the Central Station Operations track will feature eight seminars dedicating to improving your business. Let's take a look at the seminars and what they'll offer.
Establishing Dealer Standards (June 26, 1:45 PM)
In this session, featuring Jeffrey Zwirn of IDS Research and Development, Inc., the policies, procedures, customs, and habits of alarm contractors will be analyzed to help determine what, if anything needs to be addressed, changed, updated, modified, or corrected in the way that you operate your business. Ways to help minimize liability when alarm contracting, minimum industry standards, dealing with high risk accounts, advanced documentation methodologies, system impairments and case studies will also be incorporated into this scientific course.
Providing Quality and Personal Customer Service (June 26, 3:15 PM)
Featuring Anita Ostrowski of Vector Security and George Rosenbaum of State Farm Central Monitoring Services, this session teaches how central station operators can move beyond simply providing a service to providing customer service. We'll explain how to help operators look outside the rigid environment of alarm processing. It's not just about saying "Please," "Thank you" and "Is there anything else I can do?" - it's about providing the best customer experience, including how to acknowledge the customer's feelings and frustrations with sincerity.
Hiring and Firing for Success (June 26, 4:45 PM)
The process of hiring, retaining and firing employees is not easy, but with preparation and practice, these skills can be mastered. In today's competitive world, these skills are not merely tangential to your business, but absolutely essential to its success. In this session, featuring Cathy McBride and Don Childers of Alarm South, you'll learn the four stages of hiring and firing, which will assist employers, hiring managers, and HR professionals with the most difficult personnel decisions.
Get a preview of this session in our upcoming ESXperience Webinar, March 20 at 2 pm EDT. Register here.
Operations Metrics (June 27, 9:30 AM)
This session, presented by Lisa Laboda of Vector Security, will share the importance of metrics in the central station. Metrics allow you to measure the overall productivity of the CS as well as provide statistical data that can be used to determine individual productivity of each Dispatch Operator, allowing for factual evaluation and goal setting for each team member. With Operation Metrics in your CS, you can easily determine your staffing needs to meet the response time expectations of the customer.
ASAP to the PSAP (June 27, 10:45 AM)
In this session, the CSAA Chairman of the ASAP to the PSAP Outreach committee, Mary Jensby of Monitronics, will be sharing updates on the goals of the Outreach Committee, the CSAA Server installation status and how to be a part of this new and exciting technology. Joining this session are representatives from the first two early adopters of this new technology service, Vector Security's Anita Ostrowski and United Central Control, Inc.'s Mark McCall.
Sending the Right Signals - How to Maximize Communications (June 28, 2:15 PM)
David Crawford of Communication Service Solutions (CSS) will present the benefits of telephony integration with the central station receivers and automation software. This session will explore maximizing the relationship between telephony system applications and the central station receivers and automation software systems. He'll also review how to maximize the relationship between call recording and automation software.
Remote Video Monitoring and Remote Guarding (June 28, 3:45 PM)
This session, featuring Jerry Cordasco of G4S Technology, examines the benefits of off-site video monitoring and the technology applied. Remote viewing of video is particularly valuable as a means to assess an alarm prior to dispatching patrol services or contacting local authorities. The session will examine the alarm verification techniques, two-way audio and response plans and how these can be designed and implemented to meet the specific needs of a particular site and the capabilities available.
Central Station Licensing Landscape (June 28, 5:00 PM)
This session is designed for central station managers/owners with monitored customers in multiple states that each require licensing of the entity and/or its employees. The purpose is to provide an update on the industry's efforts - currently championed by the Alarm Industry Communications Committee (AICC) - to improve the current processes through a nationwide license standard being promoted under the Alarm Monitoring Model Licensing Act of 2011, currently a bill that is intended to be presented before Congress. The speaker is Don Maden.
If you haven't registered for ESX yet, it's time for you to lock in your early-bird pricing! With the ESX Deluxe Pass, you'll be able to attend each of these crucially important seminars, as well as a score of other networking, education and industry activities. What are you waiting for? Register now.