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1

Walk into a call center anywhere and you will notice similarities and differences. Rows of computers, phone conversations, cubicles, and the usual hustle and bustle that comes with the demanding, fast-paced environment. But Platinum Protection, a Utah-based home security company wants you to notice the differences as well.

Platinum Protection employees work in a home security industry that provides alarm systems for residential homes across the United States. Because home burglaries, fires, and medical emergency are time sensitive issues and sensitive issues in general, the customer service team must possess an extra measure of care and support to provide the home protection their customers are looking for.

Customer service, for Platinum Protection, begins with the customer in a very real way. Once a customer purchases a home security system from Platinum Protection, he/she is connected immediately to an organizational system of customer support specialists who verify whether each customer is satisfied with his/her alarm, whether the security system’s components were each installed properly, and whether each customer feels safer from burglaries as well as fire and medical emergencies.

Providing customers with the service they need so they feel like their home security system is providing the protection and safety they want gives customer service employees at Platinum Protection a lot of satisfaction.

Dealing with customers in an industry where emergency response to home invasions combined with medical and fire responses actually involve life and death situations gives the customer service team at Platinum Protection a different approach to the way communicate with their customers. From handling billing issues, to responding to alarm situations, Platinum Protection employees learn very quickly that a lot could be at stake every time the phone rings so they learn to respond appropriately and treat each customer the way they should be treated—with the care their company’s product provides.

2

Platinum Protection’s corporate headquarters in Provo, Utah is constantly awash with talk of the company’s mission at hand. Platinum Protection deals with home security. They provide alarm systems including monitored smoke detectors and home video monitoring on a residential level throughout the nation. Their mission to provide affordable home security components and technology comes with the realization that without superior customer service, customers won’t trust them when it comes to the sensitive area of their homes’ protection.

Platinum Protection’s mission has created a subculture of accountability that influences each call that comes into the call center. It’s a culture that goes deeper than a smiling face or warm greeting. It means sensitivity to a very personal area of many peoples’ lives.

The home security systems that Platinum Protection provides are extremely high-tech, and they are extremely modern. Installing a typical wireless alarm system only takes a couple of hours and the components look minimal and non-obtrusive. The alarm equipment Platinum Protection uses significantly reduces the amount of false alarms generated, but Platinum Protection really takes pride in the way they handle customer complaints, alarm responses, and general questions and feedback at their call center from the moment each alarm is installed.

The hiring process for the customer service center at Platinum Protection isn’t typical. While tact and communication skills are obviously important, managers look for sensitivity and an ability to understand what makes alarm systems work and how to distinguish between a real emergency and a false alarm.

Platinum Protection believes that what makes its customer service team truly great is the ability for each of its members to have empathy for every one of the customers they deal with on a daily basis. Platinum Protection also understands that the alarm systems they sell are only as good as the customers they retain.

3

Success stories flood into Platinum Protection’s offices daily. Someone explains how a wireless smoke detector saved his home. A mother talks about the cellular backup system alerted the police even though her phone lines had been cut. It’s the nature of working in the home security industry. The stories come as part of Platinum Protection’s history of providing alarm systems that work—alarm systems that sometimes work too well.

Although Platinum Protection has greatly reduced the number of false alarm reports they receive on account of the new, technologically advanced equipment they provide, they, like most every alarm company out there, must face the reality that false alarms can’t be completely eradicated. To combat false alarms, Platinum Protection has focused its efforts on a customer service team equipped to handle almost any issue thrown its way.

The first thing customers realize when they call Platinum Protection is that there are specialists in a myriad of departments whose expertise they can tap into for answers to almost any question. Problem with a wireless smoke detector or home video monitoring? Talk to the service department. Need to reschedule a repair? Talk to the scheduling department. Customers quickly understand that Platinum Protection has invested as much into their alarm systems as the customers have invested in their homes’ protections.

Platinum Protections customer support specialists are highly trained. They are highly friendly, and they are very competent when it comes to resolving issues. Most customers dissatisfied with a false alarm or a service need quickly learn that customer service at platinum protection puts their needs at the top of the list.

Platinum Protection understands that its industry is unique. Customizing home security systems based on families’ individual wants and needs means dealing with a complete spectrum of additional wants and needs after each alarm is installed. This is a challenge that Platinum Protection is willing to take on.