Commercial Integrator + Security Sales Sept/Oct 2023 - 93

enforcement response.
Additional elements of CPI's program
include:
■ Alarm.com platform allows customers
to cancel/verify with a two-minute
window.
■ With verify/cancel options, dispatches
were reduced 23%.
■ In 2022, CPI conducted extensive
" retraining " to ensure policies and
procedures were being followed.
■ Produced a consumer video on how
to cancel an alarm.
■ No False Alarm Guarantee via
follow-up calls, maintenance and
retraining.
■ Participates in the ASAP to PSAP
communication protocol.
■ Engages/commits personnel to sit on
alarm committees, state associations
and national committees.
■ Openly shares programs with others.
■ Engages heavily in the community
and police foundations.
The firm's successful approach was
convincing enough for a judging panel
to name CPI this year's Police Dispatch
Quality (PDQ) Award winner, an honor
formally presented and accepted by Gill
and other company representatives at
June's ESX event in Louisville, Ky. Bates
Security is the 2023 runner-up (see story at
securitysales.com).
" It's inspiring to see such a well-respected
company continue to focus on
reducing alarm dispatches, " says Stan
Martin, executive director of the Security
Industry Alarm Coalition (SIAC), co-organizer
of the PDQ program along with Security
Sales & Integration. " CPI's leadership
and team should be commended for again
setting the bar high within our industry. "
Established in 2005, and now also
officially endorsed by the Installation
Quality (IQ) and Partnership for Priority
Verified Alarm Response (PPVAR) initiatives,
the PDQ program judges installation
and monitoring companies not only on
their alarm rate, but also their training,
literature, use of industry-recommended
practices like Enhanced Call Confirmation,
leveraging technology like video
verification, follow-up with customers,
The PDQ program's mission is to raise industrywide awareness, promote partnering
with responding agencies for public safety, motivate alarm companies to take action
and provide workable models. CPI fosters a strong bond with law enforcement.
tracking problem accounts, and more.
The program's mission is to raise industrywide
awareness, promote partnering
with responding agencies for public
safety, motivate alarm companies to take
action and provide workable models.
Headquartered in Charlotte, N.C., CPI
Security was founded in 1991 on Gill's entrepreneurial
spirit and passion for helping
and protecting others. What started as
a company of 10 employees and 300 customers
has grown into one of the nation's
top 10 largest security providers with more
than 750 employees serving customers
across the Carolinas and into Georgia and
Tennessee. CPI prides itself on providing
top-of-the-line business and residential
security and smart home systems, services
and professional monitoring.
Awards are nothing new to CPI Security,
having previously captured TMA's Central
Station of the Year and the TMA/SSI
Monitoring Technology Marvel Award,
among other accolades. Gain more alarm
management and operational insights
from Gill along with CPI Vice President
of Customer Operations John Shockneese
and Chief Product Officer Steve Butkovich.
What drove CPI to mount its broad
false alarm reduction program?
John Shocknesse: False alarm dispatches
put a burden on municipal resources,
create customer frustration and have a
detrimental impact on the alarm industry
overall. Being proactive in this area creates
a better customer experience while
helping to cultivate a positive relationship
with our partners in law enforcement.
CPI's focus on reducing false alarms is
ongoing and includes:
■ Two-way voice: 99.9% of CPI Security
Sept/Oct 2023 | Commercial Integrator+Security Sales & Integration
93
TOMMY BERRY
http://www.Alarm.com http://www.securitysales.com
Commercial Integrator + Security Sales Sept/Oct 2023

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