An increase in out-of-hours calls, by people not entitled to immediate support, has led us to change our procedures to ensure customers get the attention they need.
After monitoring the out-of-hours calls over several months it was identified that there had been a rise in calls made by people that were not actually our customers and also from clients that did not have a support agreement in place, and so were not eligible to receive help outside of normal office hours. This raised a concern around the impact this could have on the critical service needs of customers that had paid and signed up to a support package.
When the on-call engineer responded out-of-hours it was difficult to immediately ascertain if those with problems were actually eligible to that support. In order to improve the procedure for customers and engineers we have written to all our clients with a support contract.
In the email or letter, we have provided all these customers providing them with a PIN code that they will be asked to enter when making calls to us out of hours. When they ring our number, the message lets them know that entering the PIN and going through to an engineer will be chargeable.
Customers are therefore reminded that the emergency out of hours service is only for real-time emergencies when the issue is critical to their business requirement, such as a complete failure in service, otherwise they should contact us during normal office hours.
Those calling that do not have a PIN, and are therefore not eligible for immediate support, will be asked to call back during our normal office hours which are 8:30am to 5:30pm, Monday to Friday. This should mean that engineers are available for real-time emergency situations.
All our CCTV customers receive support for the first year of their system being in place. After this, and for all other security systems we offer, we have a range of support and maintenance packages available which, if purchased, give customers peace of mind that we can help them quickly if needed. With the modern systems we offer in many cases remote support is all that is required. However, if an engineer needs to come to site having a support package will reduce your costs.
We always aim to offer a high level of customer care and support that is right for the client’s needs. If you want to know more about the advanced security systems we offer, such as CCTV, intruder alarms or access control, please get in touch.