24-hour Alarm Monitoring
First Point - Safetrac's Call Centre Service has been providing alarm monitoring services since 1983 and currently monitors in excess of 11,000 alarm customers.
This is a continuous service which operates 24-hours a day, 365 days a year. There is a full contingency plan for all of the services provided.
Our services are fully backed up, so if the alarm system fails, monitoring is automatically and seamlessly switched to Tunstall Telecom our disaster recovery provider.
Our Service Standards
All calls will be treated as potential emergencies until proved otherwise. We will aim to answer:
98.5% of all emergency calls within 60 seconds.
85% of all emergency calls within 30 seconds
Who answers the alarm calls?
Calls are answered by our team of fully trained Operators. All staff in the Control Room have been vetted using Criminal Records Bureau checks.
Personal details are accessed automatically as soon as the call is received. The microphone in the alarm system is very sensitive so that in most instances the customer can be heard wherever they are in their home. However the only time the Safetrac First Point Operators can hear, or listen to, a customer, is when an alarm button is pressed. Operators are not able to dial into a property without the customer hearing the call as they would any call they receive from their scheme manager.
Responding to an alarm call
Once the alarm has been activated, the operators will decide with the customer the best course of action. Depending on the reason for the call, this can include calling a named contact person, the emergency services, or maybe just discussing the customer’s situation with them and offering advice on who the customer might contact, if it is not an area the Safetrac's First Point staff can assist with.
What happens if we get no response?
As our customers’ well-being is important to us, if we cannot make contact with the customer, we will call the named contacts and ask them to ensure the Customer is all right. Then, if necessary, we will call the emergency services, who will be given full access details if a key is available.
Accredited
The standards of service First Point provides has been recognised by our attaining two ticks accreditation with Telecare Services Association for our Alarm receiving centre and the provision of alarm systems and telecare services.
Interested?
If you are interested in this user security tracking service, please contact Safetrac Solutions on 0844 8545959.