COPS Monitoring Newsletter Bulletin #25

WE MONITOR ALARM SUBSCRIBERS, BUT DEALERS ARE OUR CUSTOMERS When you call your central with a question or request, are you greeted by an auto-attendant or blindly transferred between departments? Do you have to repeat who you are, and why you are calling? Have you forgotten what it is like to be treated as a valued customer? Then, let us refresh your memory! The Dealer Support team at COPS Monitoring is dedicated to making our business revolve around you! When you call COPS Monitoring, you speak directly to a Dealer Support team member. Your Dealer Support representative will provide you with an answer on the spot or ensure that you speak with a department specialist to make sure that your needs are quickly satisfied. We also have a technical support team on staff at multiple locations to troubleshoot communication issues and to help you with associated programming questions. ONLY THE VERY BEST HIGHLY TRAINED DISPATCHERS SERVE YOUR CUSTOMERS Did you know that a dispatcher will talk to your customers an average of 10 times per year? In your customers’ time of need, who do you want on the other end of the phone? It is a critical question because as far as your customer is concerned, that person on the phone is representing your company! The answer: a friendly and caring voice of a trained professional. The dispatchers at COPS Monitoring are not like any other central station’s dispatchers. The recruiting, hiring, and training processes that each operator must endure is systematically designed to ensure that only top notch individuals are permitted to serve you and your customers. We learned decades ago that even the best training program will not work on the wrong person. Successful training depends on choosing the right person for the position. However, to be a successful dispatcher, the “right person” has to be defined by more than education, experience, and attitude. COPS Monitoring dispatchers must also have the proper blend of professionalism, personality attributes, ability, and sense of duty . How do we identify those candidates? Applicants are screened with a test developed by an Industrial Psychologist trained on how to best match individuals’ traits to the specific job role of an alarmdispatcher. Only after exercising extraordinary measures to pinpoint the right candidate will we make the investment in their training to properly serve our dealers and their customers. Those selected begin 120 hours of off-line training, followed by many hours of tandem training where they are paired with an experienced dispatcher. Only after successful completion of this rigorous program are the dispatchers then entrusted to serve your customers. A mindset for learning can deteriorate if not continually stimulated. Our goal is to “Institutionalize Excellence” in everything we do and one of the ways we strive to achieve this with our dispatchers is through our perpetual “up or out” training and evaluation program that we call Gradation, which is the culmination of our CEO’s vision for a stringent program that fosters motivation, professional growth, pride, community, and “Esprit de Corps” (comraderie, loyalty, enthusiasm, and devotion) among our dispatchers. The basic growth premise of the program is “up or out” and dispatchers are evaluated on a monthly or quarterly basis (depending on Gradation level) to ensure that only employees, who are interested in becoming experts in their field, are permitted to handle your accounts on an ongoing basis. INDUSTRY LEADING TECHNOLOGY TO SUPPORT YOUR BUSINESS, TODAY AND TOMORROW As a COPS Monitoring dealer, you can be confident that you and your customers are supported by the leading edge of technology. Integrity and reliability are fundamentally necessary to perform alarm monitoring services, and the business partners we align with must also recognize that we are a “mission critical” operation. We only select industry-leading vendors to help fulfill our mission of providing reliable services to you and your customers. Our systems architecture exceeds UL 827 standards for central stations . In addition to our three redundant mainframes in our New Jersey headquarters, we also maintain two additional off-site redundant disaster recovery servers in a secure data facility in Las Vegas – giving your alarm monitoring a level of reliability that far exceeds your competitors monitored at other companies. You will also benefit from our technological expertise that is over and above our competitors. Other monitoring companies run their business on software developed, written, and maintained by a third party. This means the software vendor supports several central stations all using different features and software configurations on slightly different hardware. These variables can make troubleshooting and new development cumbersome and time consuming. Not at COPS! Instead of using an “off the shelf” third party monitoring software, Generations – our exclusive UL-Listed monitoring platform – was written and developed by our in-house staff of programmers for over three decades with one purpose: to monitor and provide additional services to independent alarm dealers and their customers. Because we developed Generations ourselves, maintaining and improving our systems is simplified because we do not have to consider how other central stations operate. Our sole focus is how to best serve our dealers . By developing our own software, we are able to easily accommodate the next generation of emerging technologies and quickly tailor our system to the needs of our unique dealer base and their customers. This is a level of technical expertise that you and your customers cannot get from other monitoring companies. gen rations Advanced Alarm Monitoring Software Exclusively From COPS Monitoring Yesterday. Today. Tomorrow. Yesterday. Today. T morrow. byCOPSMonitoring TM TM PANY GIVES YOU COMPETITIVE ADVANTAGES AYS COPS MONITORING HELPS TO GROW YOUR BUSINESS Look Inside!