How quickly do we answer your calls?

Our call centre operates 24/7 with highly skilled, trained staff.  We have a live dashboard on the wall of how many calls are waiting, how long they’ve waited for and how many operators are available.  Answering your calls as quick as we can is our goal.  We monitor our wait times very closely and review our procedures on a monthly basis to ensure we are always improving our service to you.  Keeping you, your family and property safe, is our business and we take the responsibility very seriously.

For the month of November our average call answer time was 8seconds.  We are very happy with that and we trust you are too.  We answered over 10,000 calls during the month of November so you are keeping us busy and we love it!

Alarm Response time
How fast we respond to alarm activations is the life blood of our company.  We know that’s why you employ our services and trust us.  We monitor 24/7 how fast we are responding and do intricate reporting weekly and monthly on how we are doing.   We need to measure up to certain industry standards, which we know we do no problem, but we are more interested in meeting our own standards which are much higher.  We employ the latest technology to ensure we meet our goals.  For the month of November, we responded to Critical Alarm Activations in less than 54 seconds.  Sometimes a lot faster, but the longest wait was 54 seconds.  We hope to continue to earn and deserve your trust in us by continually looking for improvements.

If you have any feedback, good or bad, we would love to hear it.  That’s the only way we are going to know how you’re feeling about our service.  If you think we can improve, or you have a great idea you think we should implement, please let us know.  If you’ve had a great experience with us (like Joseph in our case study) we’d love to hear that too.  It always makes our team feel good to know that they’ve made a difference to someone.

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