Alarm Receiving Center, how to improve the customer service

In this week’s article, we will explain what an Alarm Receiving Center 鈥硷笍 is, how it works and how to have advanced customer service 馃摗 with Call Center Software and a simple and intuitive platform. Keep reading!


CRA what is it?

CRA stands for Alarm Receiving Center and is one of the elements considered essential in alarm systems. We will explain in depth in the next sections what an alarm reception center is and what it is for.


Alarm Receiving Center, what is it?

An Alarm Receiving Center or monitoring platform is the management and control headquarters of the alarm systems. It is responsible for analyzing and interpreting alarm jumps and in emergency cases, contacting the police or security services.

For an alarm center to be effective, it will have to have specialized security personnel available 24 hours a day, 365 days a year and a high capacity to respond to alerts thanks to call center software that manages incident communications .

The alarm receiving center is a key element of home alarm systems and especially of multi-site companies that guarantees the effectiveness and security of the system.

alarm switchboard


Central Alarms, what is it for?

The alarm center is used to receive alarm notifications for many different reasons, we indicate below some of the most prominent:

Theft or attempted break-in:

This is the most common case for receiving alarm jumps. Activation of motion sensors and security cameras when someone tries to access a home or a business / company.

In this case, the alarm receiving center receives all the information from the sensors that have been activated and images that the surveillance cameras have captured together with the warning.

The control panel analyzes the information received and decides if it is necessary to send the security services, police or if it is only necessary to notify the owner when it is clearly a false alarm.< /span>

Sabotage or attempt to inhibit the alarm:

This type of action is typical of thieves who try to access businesses or homes where they know that there is a security alarm installed with a WiFi or GSM connection. To enter safely, they use inhibitors that disable the alarm signal.

Today, the vast majority of alarm systems integrate inhibition detection systems. These systems trigger alarms even if no sensor detects movement and no camera records the intrusion.

From the alarm receiving center, they will be able to reactivate the surveillance cameras to find out the origin of this connection cut before sending the police or security teams.

Aggression or coercion:

It is a very good resource, especially in certain businesses or companies, where the possibilities of robbery are high.

Medical emergency:

It is usually one of the assistance resources as part of alarm systems. This is a very practical service when there are elderly people in the house or with some kind of physical ailment that makes them dependent.

The teleassistance system integrated in the alarm system is very convenient, since it is necessary to contract an additional mobile line, instead it works directly connected to the alarm receiving center.

Smoke or water detection:

Once the fire or flood detectors are installed, they remain connected to the alarm receiving center continuously.

The alarm receiving center receives the emergency signal when the presence of smoke is detected, a lot of heat or an excessive increase in humidity.

Despite everything, an alarm receiving center is not a simple monitoring center for alarm systems.

These attend each alarm jump in a focused and individualized way to determine if it is a false alarm, an attempted break-in, coercion, a health emergency, etc.

Depending on the nature of the alarm jump, the alarm center will make different decisions and will contact the owner and different professionals to come to the home or business.

The tasks that an alarm center is capable of performing may differ from one center to another, but in general, these are the activities that all of them must minimally fulfill in order to guarantee the effectiveness of the system.


Alarm switchboard, how does it work?

For an alarm reception center to work perfectly, it must have the necessary number of specialized security agents who are available 24 hours a day, 365 days a year, and advanced call center software for managing communications.

A call center software will allow for optimal and fast customer service through various channels. This will be explained in more detail in the section on ALARM CONTROL UNIT, IMPROVING SERVICE WITH A CALL CENTER SOFTWARE

On the other hand, the number of agents used will depend on the number of alarm systems connected to the alarm receiving center and the number of alarm jumps that occur.

This information will be collected in the call center platform and thus the company will be able to refine and improve its service.

Next, we will briefly explain the operation of the alarm receiving center when an alarm occurs:

1 – The alarm sensors or detectors are activated by a specific alert: presence of individuals, smoke, water, etc.

2 – The control panel receives and sends the information to the alarm receiving center immediately.

3 – The alarm receiving center receives the information, analyzes the situation and determines if it is a false alarm or a real emergency.

4 – In the event of a real emergency, the security specialist will have to decide which specialist or security services to notify to intervene in the home or business.

5 – Whether or not it is an emergency, the alarm receiving center will contact the owner of the house or business to report that there has been an alarm jump.

6 – If necessary, the alarm receiving center would also notify the contact persons designated by the owner in the event that the latter is not available.


Alarm monitoring station, how do you connect with an alarm?

The connection between one or more alarms or alarm systems can be connected to an alarm receiving center through different channels. Here are the possible options:

Through the traditional telephone network:

the alarm connects to the telephone network as if it were a regular telephone. It is a communication system sensitive to sabotage, since on some occasions, intruders can cut the telephone cables of the communication boxes outside the building or business.

Using GSM networks:

the GSM network system is the one used by mobile phones. The vast majority of alarms have a SIM card installed. They use them to communicate with the alarm receiving center in case of emergency.

This system means that the alarm does not have to be directly connected to the user’s telephone network and this makes it more complicated for intruders to sabotage the line.

The point of disagreement is that this system is more sensitive to frequency inhibitors.


the internet connection of the home or business / company is used via Ethnet cable or WiFi.

The main problem in this case is that the WIFi is very easy to inhibit and the cable connection depends, on the other hand, on not deliberately sabotage the external wiring of the property or company, and on there being electric current and the router works perfectly.


alarm stations


Call Center Software for Alarm Centers, what advantages do they have?

As we have already indicated in previous sections, the alarm center is not a simple control center in which the alarm systems are watched and monitored, but rather offers many other more complex security services.

It is made up of specialized personnel with security knowledge and a programmed and well-tuned system so that, with the help of artificial intelligence, all alerts are managed as soon as possible and with the demand they deserve.

The alarm switchboard is available 24 hours a day, 365 days a year and attends to each attack individually and specifically, detecting what type of attack it is or if, on the contrary, , it is a false alarm.

For all of the above, hiring a call center software will make it easier for communications in the alarm company to work perfectly.

We will indicate below the main advantages that a call center program provides to an alarm receiving center or an alarm company:

– It will allow the head office to deal with customer incidents through many different channels: calls, whatsapp, sms, mail, facebook messenger. All connected in a single omnichannel platform that will provide immediate attention.

– Provide personalized customer service: once the contact is received, the agent will immediately have all the data of the customer with whom they are communicating on the platform.

– The whisper system will allow a second manager agent to provide directions to the operator without the customer or contact person being able to hear it in the event of an alert.

– Call distribution: the system is capable of performing an automatic call distribution, so that no user is left unattended. The first available agent will answer the communication.

– Record of communications on the platform: all communications will be recorded on the platform, which performs continuous backups so that no important information is lost: it records call conversations and all text channels.

– Statistical control: the platform, which records all communication information, will be able to analyze the records and draw service optimization conclusions that will be reflected in reports: response times, call duration, etc.

With all this information, an alarm company or an alarm reception center will be able to optimize the resources and procedures it manages.


Central alarms, what does the Spanish regulation say about them?

Regarding the legal aspects of alarm centers, Spanish regulations are very clear. The requirements and obligations that private security companies must comply with regarding the security alarms connected to the central are detailed in the “Omnibus Law”.

“Omnibus Law” of 12/22/2009, which was subsequently modified and expanded in 2011. It can be consulted at the following link -> BOE Omnibus Law.

The essential requirements to which the law appeals so that an alarm connected to the alarm receiving center is considered approved by the Ministry of the Interior, are the following:

– It is necessary that they have electric autonomy. This means that it is essential that they can continue to function even when there is no possibility of having electricity.

– They must have the receiving center through different communication channels: telephone, satellite, GRPS, WiFi, etc.

– You must have a contingency plan, which indicates in detail the procedure to follow in case of an emergency or security alert.

– It must have at least three alert detection elements, and its installation must be anchored to the wall.

Regardless of all of the above, clearly not all companies will have the capacity to provide an effective service in accordance with what is expected. The receiving centers must have the technical and human capacity to detect and accommodate a high volume of calls.

To offer an optimal service, possible even in the case of small security companies, companies must equip themselves with advanced call center software such as the one offered by GESDITEL.

GESDITEL’s call center software implements a well-tuned communications network platform, economical and with monthly payments without permanence and scalable.


alarm switchboard


Alarm switchboard, improve service with a Call Center Software

To have all communications under control quickly, visually and easily, security companies must have call center software equipped with a platform capable of managing communications with customers.

Through call center software such as that of GESDITEL, a security company, you will have a unified customer communications control panel, you will have the complete record of the customer with whom you are communicating and everything will be registered in the system.

On this platform, communications with the omnichannel customer will be managed, that is, through phone calls or text messages from SMS, email, WhatsApp, Facebook, etc.

The GESDITEL call center software for alarm receiving center and alarm companies is a communications center management program that allows you to connect from any device and anywhere in the world.

It also has statistical reports of the communications where the company can make a traceability of actions and results in a very visual way and make decisions to optimize the service. This will have a direct impact on superior customer service.




So far, everything you need to know about the Alarm Receiving Center and how to have a call center system and in an economical way, without permanence, a small alarm company can provide optimized customer service.

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Por: Nati CaballeroPublicado el: 28 de octubre de 2022