ADT, Europe’s leading provider of electronic fire and security solutions, today announced the launch of its purpose built Customer Service Centre (CSC) in Manchester city centre accommodating 400 advisors, all dedicated to offering 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 huge, efficient scale of operations running from ADT’s CSC is highlighted by the agents answering over 4,000,000 calls each year, with those very calls being responded to in an impressive average speed of 16 seconds. To maintain these excellent 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 the in-depth knowledge and wide-ranging skill-set needed to provide the very best in customer service.
ADT has always believed that maintaining regular contact with its user base is imperative for building and sustaining excellent relationships. Continuing to drive forward this approach, ADT’s teams in Manchester make around 2,500 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 industry leading 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 excellent results are already providing wide scope for remote alarm management with 2,500 problem resolutions per month, dramatically decreasing the need for engineer call-outs and creating a more streamlined service operation for the customer. RESOLVE™’s service has generated a fresh dimension to customer interaction, adding to the customer’s peace of mind that their most important and precious assets are in safe hands.
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 esteemed rating has positioned the building as one of the most sustainable locations to work from in Manchester.
“ADT is very proud to be operating from this one-of-a-kind building,” explains Dominic White, Head of ADT’s Customer Service Centre. “Our new CSC enhances ADT’s award-winning reputation in the industry as a customer-centric organisation, delivering the best in reactive and proactive service to ensure all signals and alarm issues are dealt with quickly and effectively.”