6 factors every remote video response centre should have

Farsight Security Services RVRC


What makes a remote video response centre (also called a security monitoring station) stand out from the crowd? It’s a combination of factors, which are equally important in ensuring site security is maintained.

In order to provide excellent security services to customers and technical support to installers, a remote video response centre must go beyond minimum requirements and industry averages. We’ve put together the most important factors that make a remote video response centre a pioneer in its industry.

1. A fast alarm response rate

A monitoring station should always respond to alarms quickly. To be compliant with the British Security Industry Association, specifically the British Standard BS8418, an alarm-receiving centre must respond to alarms in under 90 seconds, at least 80% of the time. Responding to an alarm quickly means that the cause can be identified and a remedy put into action as soon as possible. This will reduce the impact of damage caused, and if necessary the police can be contacted.

2. Site security experience

A remote video response centre should have experience in providing the type of services you’re looking for – and in setting up an installation for similar sites. Responding effectively to alarms relies upon the skills and trained judgment of the people behind the cameras. This often depends upon their experience, confidence and knowledge of the type of site they are monitoring. Ask your chosen remote video response centre for the number of sites they monitor, which are similar to yours.

3. Transparency and trustworthiness

It’s essential that you trust the quality of service you’re receiving from a monitoring station. For that trust to happen, you’ll need to understand how the remote video response centre works. They should happily supply you with the following information:

The amount of alarms from your site, and when they happened;
Who dealt with each alarm and what action they decided to take;
How quickly they answered each alarm;
How they dealt with the discovery of any equipment or communication problems,
And a real-time update of the connection between your site and them, as well as an agreed procedure for letting you know about the loss of a connection.

4. Customer service

You will have questions about your security system, particularly whilst it’s new and the installation is taking place. Look for a remote video response centre that has personnel dedicated to ongoing liaison with customers. This is not only essential for answering your questions but also for keeping information and contact details up-to-date, so you can be notified quickly when necessary.

5. A Great alarm to operator ratio

The more operators there are available to answer alarms, the more time they will be able to spend finding the cause of alarms. When an alarm goes off, you want a dedicated team member to quickly and diligently find the cause of that alarm. Ask your chosen remote video response centre for the number of operators on shift, and the total number of alarms they can expect to receive on that shift.

6. Confident and effective handling of alarms

To make sure the cause of an alarm is properly assessed the operator should be looking at different images taken when the alarm was first raised. The initial alarm image may not show the cause of the alarm, so dismissing it without looking at further images could mean an incident is missed and not acted upon.

Following these six points will help you choose a remote video response centre that will offer security services that you can count on. Here at Farsight we’re proud to say we excel in offering all six factors to our customers with exceptional standards. The most important factor, however, is that you feel comfortable and confident in the services you’re receiving.