RED (Retail Executive Desk)
In creating a personalized service for the retail environment, Monitor Net introduced a more specialized service and separated this second Call Centre from its normal Call & Dispatch Centre. This second Call Centre, called RED (short for Retail Executive Desk) is a typical premiére service as it entails dedicated workstations for the retail group and as if controlled and managed by the retail group themselves.
Besides the before mentioned, the specific retail group can adjust its standard operating procedures to suit its needs with the Call Centre operators familiarizing themselves with such operating procedures as well as understanding the environment better which also entails that the operators will more easily notice out of the ordinary behaviour and foresee possible risks.
Retail group's Risk/Loss Control Managers involvement
Consistent communication between ourselves and the divisional Risk/Loss Control Managers, establishes a team relationship in which these two parties strive for a common goal, to reduce the security risk of its branches.
From our experience, the divisional Risk/Loss Control Managers had little to no participation with and from the security service providers who most probably left them stranded whilst trying to maintain safety for their branches, not mentioning what effort it took in getting feedback after an incident.
Besides an immediate Call Centre report after an incident, the Reporting Department within the Retail Structure will send a variety of management reports and exceptions reports, to the divisional Risk/Loss Control Managers assisting them in their task.