On the final part our ultimate guide to running a security dispatch center series, we discuss how the launch and run your own, in-house, security dispatch center. Customer service is one of the best ways for your company to differentiate itself from the competition. A dedicated in-house dispatch center can set you apart from competitors that either have officers in the field handle calls or outsource the work to an overseas call center.
Having your own call center can dramatically increase the quality of your customer service and the functions you can carry out for customers. It helps you make the transition from being a vendor to a partner. However, it also takes a lot of time and effort to set up and work efficiently.
Speaking From Experience
First off, I'd like to start by being completely transparent by saying that I whole heartedly recommend keeping your call center in-house as long as you can afford it. This is an area of your business that you'll want complete control over. In the early days hiring in-house may not be an option but your goal should be to run your own dispatch center when your business is large enough to justify the cost.
"In the long run, the benefit of having your customer service team in-house far outweighs the cost savings of outsourcing." - Chris Anderson
That being said, the first step in launching your in-house team is similar to the first step in outsourcing; you have to properly assess your needs.
Determine Your Needs
Start out by establishing exactly what your requirements will be and determining the tools and technology required. Depending on the volume of calls you’ll need to handle and the types of requests customers might have, you have a variety of tools that could help things run smoother.
For instance, a company with a high volume of calls might want to consider using a Voice Over Internet Protocol (VOIP) or toll-free line to reduce costs. If you have customers with many different types of requests (parking, registration, security, etc.), setting up call routing will help speed up the process.
Another thing that will speed up the process: maintaining a detailed, easy to use database.
“You need to have a pretty comprehensive list of information ready for that person taking calls." - Johnny Page
- Customer contact information (preferably through a CRM)
- The scope and type of service for different accounts
- The chain of escalation for specific events
- Employee contact information and which employee should be forwarded certain types of calls
- Access to schedules so they know who is working at what site
The Silvertrac security dispatch system is set up to handle a high volume of calls and streamline the process so that the employees on the phones have all the information at their fingertips. It also gives customers the option for online reporting, decreasing the volume of calls you need to handle