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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 Goldfine is Editor-in-Chief and Associate Publisher of Security Sales & Integration, directing all editorial aspects of the magazine brand in print, electronically, online and in person. The voluminous, innovative and award-winning body of work he has distinguished himself with since joining the publication in 1998 includes groundbreaking research, landmark features, leadership roundtables, high profile case studies, and many industry exclusives. Well versed in the technical and business aspects of electronic security (video surveillance, access control, systems integration, intrusion detection, fire/life safety), Goldfine is a nationally known figure in demand as an industry presenter and subject matter expert to mainstream media. He is responsible for developing many unique products and programs, including the SSI Industry Hall of Fame, Control Panel (industry’s first E-mail newsletter), Police Dispatch Quality (PDQ), Marketing Marvel, Installers of the Year, Integrated Installation of the Year, Security Industry Census, Systems Integration Study, Installation Business Report, Operations & Opportunities Report, Commercial End-User Study and Security’s Fantastic Fleets. Recognized for his relationship building, integrity and lead-by-example ethic, Goldfine is a solutions-oriented team player who advises and collaborates with industry dealer/integrator, consultant, distributor, central station and manufacturer icons, luminaries and executive business leaders on a daily basis. He is also actively involved in several security events and organizations, including the Electronic Security Association (ESA), Security Industry Association (SIA), Security Industry Alarm Coalition (SIAC), False Alarm Reduction Association (FARA), PSA-Tec, SAMMY Awards, International Security Conference and Exhibition (ISC), Electronic Security Technology Summit (ESTS), Mission 500, Electronic Security Expo (ESX), ASIS Int’l, Honeywell CONNECT and other supplier conventions. Goldfine also serves on several boards, including the CSAA Marketing and Communications Committee and PSA Cybersecurity Advisory Council. A certified alarm technician, former cable-TV tech, audio company entrepreneur, and lifelong electronics and computers enthusiast, Goldfine graduated with honors from Cal State, Northridge with a management degree in Radio-Television-Film. His professional media endeavors have encompassed magazines, Internet, radio, TV, film, records, teletext and books. Goldfine resides in the Charlotte, N.C., area with his wife, son and three cats.
Contact Scott Goldfine: [email protected]
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Features, Industry Awards, Monitronics, PDQ Award, Reducing False Alarms

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