IRVING, Texas (June 28, 2006) â€“ Brinkâ€™s Home Security dedicated its new state-of-the-art alarm monitoring and customer care facility today. Located in Knoxville, Tenn., the facility is staffed with monitoring operators and customer care specialists who respond to alarm signals and inquiries from customers throughout the United States and western Canada.
At todayâ€™s ribbon-cutting ceremony for the National Customer Contact Center (NCCC), local officials joined Brinkâ€™s Home Security to dedicate the facility. In attendance were Knox County Mayor, Mike Ragsdale, members of the Knox County Commission and representatives of the Knoxville Chamber.
â€œWe selected Knoxville because of its high-quality workforce, solid infrastructure and positive business climate. We currently have over 150 employees in Knoxville and will continue to expand staff levels as our business grows,â€ said Bob Allen, President of Brinkâ€™s Home Security.
â€œThe new facility is remarkable,â€ said Mayor Ragsdale. â€œIâ€™m thrilled to celebrate its opening today, and happy to once again welcome Brinkâ€™s Home Security to Knox County. The company has been a pleasure to work with and will be a fantastic long-term corporate partner that provides great jobs to the citizens of Knox County.â€
â€œBrinkâ€™s Home Security has been great to work with,â€ said Doug Lawyer, Director of Economic Development for the Knoxville Chamber. â€œThroughout the recruitment process, it was clear that Brinkâ€™s Home Security would be a great fit for Pellissippi Corporate Center and Knox County. The company has a leadership philosophy that fits with our culture, and provides really good jobs. Iâ€™m excited that theyâ€™re up and running, and have hired some good employees.â€
The NCCC is a fully redundant facility, complementing Brinkâ€™s Home Securityâ€™s National Support Center in Irving, Texas. Alarms and calls from customers are routed to the first available monitoring operator or care specialist through a single queue serving the Irving and Knoxville facilities.
The center began handling alarm signals and accepting customer care calls in March. â€œWe expect the call volume to steadily increase as we continue gearing up,â€ said Jim Hightower, Managing Director of the NCCC.
â€œWe have a terrific facility that offers a very positive work environment. One of the great features of the facility is our media room, which is set up â€˜Internet cafÄ‚Â© style.â€™ Employees can get something to eat and use their break to access the Internet or watch the latest in news, sports or weather in a relaxing environment. Our employeesâ€™ prompt and accurate interactions with customers are the key to creating customers for life,â€ Hightower added.
â€œWeâ€™re very focused on our employees, because we expect our employees to be very focused on our customers,â€ Hightower said.
For three consecutive years, Brinkâ€™s Home Securityâ€™s contact center operations have been recognized for customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program.