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We are frequently asked:
Do you own your own monitoring center?
There are great privately owned and contracted monitoring centers.
There are lousy privately owned and contracted monitoring centers.
In my humble opinion, what you need to know is if the center is a good certified monitoring center? Does the monitoring center have UL Listing, or FM certification, or are they Department of Defense cleared? We feel the most important approval is UL Listing.
For the record, our National Monitoring Center is UL Listed, FM approved, and Department of Defense cleared. We contract our center's services. They have designed their service to meet Jeff Miller's rigid standards of the American Senior Safety Agency.
Here's the rub. All the medical alarm companies make great claims about themselves. Can you, as a civilian in our industry, know who is telling you the truth?
How are your operators trained?
Our National Monitoring Center is committed to providing the highest quality customer service possible. This includes:
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Comprehensive customer service-training programs that are designed to teach the operators how to handle all situations.
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Quality control systems that evaluates operators and a on a daily basis review their performance.
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Recording all operator calls and reviewing them on a daily basis.
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Comprehensive training programs designed specifically for medical alarms.
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Certification for all operators who handle Medical Alarms that assures the operators are trained to handle all medical situations.
How many operators do you have?
Does it really matter? Here are the best answers to that question:
Controlled growth systems are in place for our center.
Call Management Systems (CMS) are in place to allow controlled growth that monitors the call flow traffic and projects our staffing needs.
Heavy traffic periods are directed by the CMS to have the correct staffing to control it. This means it is scalable to all traffic levels.
How is your monitoring center certified?
 Our National Monitoring Center is UL listed, FM approved and Department of Defense cleared. What does that mean?
Monitoring centers that can achieve all three of these listings are best prepared for any situation. They ensure that the monitoring center won't go down and that they will be available to handle your emergency when you need help.
Annual inspections by these agencies ensure that the monitoring center meets their stringent requirements. Full redundancy of all systems means that if a system fails a back-up system is implemented immediately and automatically.
Automatic transfer from city power to generator power is required, and is accomplished with back up power generators and UPS systems.
There are very, very few monitoring centers in the United States that qualify for all three of these prestigious certifications.
Are you operators always there to answer the phone?
Our National Monitoring Center has a commitment to answer all in-bound calls in two rings or less by a live person regardless of how busy.
Here's the bottom line.
Our monitoring center has service goals and service commitments that govern how we are performing. Our goals are monitored on a daily basis.
We care that you are served well and that we pay attention to the details.
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