State-of-the-art centre for alarmed customers

29 June 2011

ADT expands facilities in Manchester city centre to house premier customer service operations

ADT has opened its purpose built Customer Service Centre (CSC) in Manchester city centre accommodating 400 advisors to provide a 24/7/365 customer support service. This one-of-a-kind building is designed to greatly improve the employee experience whilst providing one of the best practical bases for the various service teams to operate from.

The scale of operations running from ADT’s CSC is highlighted by the agents answering over four million calls each year, with an average response time of 16 seconds. To maintain these response-time standards, and as part of the company’s continued commitment to improving the customer experience, CSC agents attend regular refresher training courses to arm them with an in-depth knowledge and wide-ranging skill-set.

ADT has always believed that maintaining regular contact with its user base is imperative for building and sustaining relationships. Continuing to drive forward this approach, ADT’s teams in Manchester make around 2500 outbound calls each day, ensuring records are up-to-date and all queries are answered, so that in the event of an alarm signal, key holders are quickly notified and all customised procedures remain in swift operation.

A further achievement is that over 68% of all problems reported to ADT’s CSC are resolved over the telephone in an average time of 17 minutes, using ADT’s state-of-the-art diagnostics tool, RESOLVE, which enables desk-based engineers to quickly identify and solve problems remotely. RESOLVE’s results are already providing wide scope for remote alarm management with 2500 problem resolutions per month, dramatically decreasing the need for engineer call-outs and creating a more streamlined service operation for the customer.

The new CSC also reiterates ADT’s proactivity in reducing its environmental impact. The building is constructed to a competition winning design that is specified to a BCO Grade A standard and has achieved a post construction BREEAM rating of “Excellent”. This rating has positioned the building as one of the most sustainable locations to work from in Manchester.