24 Hour GPS Monitoring Center
Offender Monitoring Solutions’ 24/7 Full Service Monitoring Center is a secure area within the manufacturer’s Headquarters with limited access and multiple redundant phone and data lines. These connections are multiple paths from separate telecom providers with the primary service being a fiber connection. A UPS and a 500 kVA diesel generator capable of supplying 150% of the power required to operate the facility at full capability for an indefinite period of time provides power interruption protection.
The Monitoring Center provides customer support over a secure 800 number. Customer Service Agents have undergone extensive training and provide customer support and troubleshooting to officers 24 hours a day/7 days a week/365 days per year. Officers can contact staff trained to quickly and accurately answer questions regarding offender activity, equipment activation, mapping and more.
Offender Monitoring Solutions’ takes great pride in having the ability to meet our customers’ needs and provide superior customer service. In addition to accepting incoming calls from officers, our 24/7 Customer Call Center provides comprehensive services to include outbound calls to offenders and outbound calls to officers. Our goal is to resolve alerts as they occur thereby reducing the number of violations forwarded to agency staff. Providing offenders immediate feedback and instructions for resolving alert conditions has shown to reduce officer workload and minimize unnecessary overtime.
Offender Monitoring Solutions monitoring center has 25 professionally trained Customer Service Agents:
- Bilingual Specialists – Spanish, French and Creole
- Team Lead on every shift – Supervise all CSAs and handle escalated calls
- Quality Assurance Coordinator – Evaluates the CCC so we can meet Pro Tech standards by reviewing, monitoring and evaluating the customers’ recorded calls. The QA position also confirms that policy and procedures that are implemented are being followed.
- Customer Call Center Supervisor and Monitoring Center Manager
The Customer Call Center is also TTY capable. This system is used by individuals that are deaf and/or hard of hearing. Users can place a call and communicate through written text rather than speech.
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