Corporate security systems specialist Bell Security has opened a ‘next generation' Service Management Centre at its London headquarters. This is designed to enhance customer service for Bell's growing ‘commercial' security and fire systems customer base. This London facility builds on the success of a Bristol-based centre that was created in 2005 primarily to add value to Bell's market-leading, retail banking customer operations.
The London Service Management Centre handles planned and reactive service response needs, as well as after-sales customer care.
Bell is implementing the latest IT/communications/internet-based technologies to both optimise service delivery via its field engineering teams and improve the help desk/problem solving capabilities of its call handlers. This focus is seen as essential in raising service response quality and productivity in line with the delivery criteria contained in the service level agreements that Bell establishes with customers.
Syd Heals, Chief Operating Officer of Bell's Commercial & Fire business, said: "Property managers, security managers and FM companies face increasing demands and are challenged to add value, whether they are managing major corporate sites or an estate of properties. Our support is critical to meeting the needs of these customers. The call volumes we handle demand rapid, regular and detailed reporting of service performance - for the customer's benefit and ours."
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