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‘FACT’ Helps Make Monitronics a PDQ Award Finalist

Monitronics has implemented a False Alarm Control Team (FACT) to build relationships with responding authorities and decrease false alarms that take police off the streets to handle true emergencies.

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<p>Monitronics’ False Alarm Control Team (FACT) increases communication with subscribers and builds relationships with responders while decreasing false alarms.</p>Founded in 1994, Dallas-based Monitronics Int’l is one of the nation’s largest security alarm monitoring companies. The third-party wholesale monitoring firm, which in 2011 was also a PDQ Award finalist and won FARA’s Industry False Alarm Reduction Achievement Award, provides monitored business and home security system services to 700,000+ residential and commercial customers through its network of nationwide, independent authorized dealers.

Monitronics has implemented a False Alarm Control Team (FACT), overseen by Supervisor Jorge Rodriquez, to further increase communication with subscribers. Among the objectives are building relationships with responding authorities and decrease false alarms that take police off the streets to handle true emergencies. Specialized reports are run with outbound phone calls for the subscribers who either have issues with their system or have forgotten their password. In 2011, FACT made personal visits to jurisdictions in different states, and worked with marketing to communicate and promote the changes through mail inserts and social media. In addition, Enhanced Verification Plus was launched as a program where the central station operators place one more call to the contact number before dispatching the authorities.

In its finalist PDQ entry this year, Norma Beaubien, False Alarm Reduction Section Director for the Montgomery County (Md.) Police Department, wrote:  “Monitronics has instituted policies and procedures that are having a positive effect on the reduction of false alarms. While all are significant, the commercial reduction is particularly impressive. I know how hard it is to reduce commercial false alarms when customers can write off the losses, so I realize a tremendous effort was put forth to achieve the numbers. A residential dispatch rate of .18 means police respond to a false alarm approximately once every five years for each customer. That is truly a remarkable statistic and one of which Monitronics should be very proud.”

Article Topics
Business Management · Intrusion · Features · Industry Awards · Monitronics · PDQ Award · Reducing False Alarms · All Topics

About the Author
Scott Goldfine
Scott joined SECURITY SALES & INTEGRATION in October 1998 and has distinguished himself by producing award-winning, exemplary work. His editorial achievements have included blockbuster articles featuring major industry executives, such as Tyco Electronic Products Group Managing Director Gerry Head; Protection One President/CEO Richard Ginsburg; former Brink’s Home Security President/CEO Peter Michel; GE Interlogix President/CEO Ken Boyda; Bosch Security Systems President/CEO Peter Ribinski; and former SecurityLink President/CEO Jim Covert. Scott, who is an NTS Certified alarm technician, has become a respected and in-demand speaker at security industry events, including presentations at the Central Station Alarm Association (CSAA) Annual Meeting; California Alarm Association (CAA) Summer and Winter Conferences; PSA Security Network Conference; International Security Conference and Exhibition (ISC); and Security Industry Association (SIA) Forum. Scott often acts as an ambassador to mainstream media and is a participant in several industry associations. His previous experience as a cable-TV technician/installer and running his own audio company -- along with a lifelong fascination with electronics and computers -- prepared Scott well for his current position. Since graduating in 1986 with honors from California State University, Northridge with a degree in Radio-Television- Film, his professional endeavors have encompassed magazines, radio, TV, film, records, teletext, books, the Internet and more. In 2005, Scott captured the prestigious Western Publisher Maggie Award for Best Interview/Profile Trade for "9/11 Hero Tells Tale of Loses, Lessons," his October 2004 interview with former FDNY Commander Richard Picciotto, the last man to escape the Ground Zero destruction alive.
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Features, Industry Awards, Monitronics, PDQ Award, Reducing False Alarms