Picture the perfect world for a monitoring manager: Every dispatcher takes every call efficiently and professionally, with no need for motivation beyond a paycheck and the satisfaction of a job well done. There are no prizes, awards, back-patting or cajoling, saving you time, money and maybe even a bit of your hairline.
If your central station has a work force that rises to that level, congratulations. Chances are, though, that no matter how many self-motivators you have, you also have employees who are content to just do their time—punch in, punch out, repeat. Maybe the work they’re doing can be considered satisfactory, but that’s not going to cut it in an industry that is getting more competitive by the day.
So how do you get those staffers to take it up a notch to help themselves and your company? To answer that question, the CSAA has recruited Amy Becht and Michelle Lindus, central station managers for Vivint, to share their expertise in a Dec. 12 webinar titled “Measuring Performance for Excellence.”
The session will focus on what the CSAA calls “the nuanced art and science” of measuring and improving staff performance. That includes assessing objective and subjective customer call metrics, promoting professionalism among dispatchers, and implementing incentives. Becht and Lindus will highlight some of the best practices employed by Vivint, which was named 2012 Central Station of the Year by the CSAA.
Becht, honored as the CSAA’s Manager of the Year, oversees monitoring at Vivint’s central station in St. Paul, Minn. She talked about home security in SSN’s “How I Use My System” feature in the September 2012 issue. Lindus is manager of Vivint’s central station in Provo, Utah.
The webinar will run from 1 to 2 p.m. EST and is free for CSAA members. Click here to register or go to www.csaaintl.org.