Nightwatch News

Nightwatch Call Center receives upgrade

With this latest upgrade, the company renewed its commitment to its “high quality” customer service in response to steadily increasing call volume and alarm traffic.

Callers will be greeted by an electronic system, which uses time of day controls to ensure routing to the best customer service option available at the time the caller is using the service. For the purposes of uniformity, all callers will filter through the electronic system.

Nightwatch management demonstrated that the upgrades were not only for the caller. Call center administrators will have access to enhanced and more detailed reports. From a technology stand point, we're using some of the newest equipment. In addition, our new call recording ability will allow us to provide new services, as well as audit calls for quality.

Client and corporate data are protected by a number of safeguards, including a dynamic password system called SecurID, manufactured by RSA Security.

Director level personnel will receive notification via Blackberry if there are problems with the call center. They will be able to make real-time changes from the office or the field. This gives us a great advantage towards better customer service.

IT personnel used this redevelopment opportunity to install two additional central station positions, and upgrade existing positions.

"All around, we received a tune-up in our call center. This reaffirms our commitment to providing top-notch services to our clients." said Lisa Jacob, General Manager.

For more information
Nightwatch Security
: 800.961.2631