Our Virtual Guards Make a Big Difference
Rigorous Hiring Process
We hire the best people and make them experts in remote security monitoring and emergency response. Our hiring process combines rigorous interviews, and tests based on real-world simulations and a comprehensive personality assessment to hire the right team.
Predictive Index Behavioral Test
Candidates are assessed for their natural behavioral drives and need to predict how they will behave when handling emergency situations
A Day in the Life at iSOC
Shortlisted candidates are given the opportunity to shadow an experienced Intervention Specialist at our Interactive Security Operations Center (iSOC) to get a first-hand feel for the job.
Multi-Tiered Onboarding and Training
We employ a multi-tiered onboarding and training program that’s designed for team members with diverse learning styles, experience profiles, and knowledge levels.
Customer Service Training
Comprehensive customer service training and certification test requiring a minimum of 90% score resulting in a Customer Service Specialist certification. Training program includes
- Best practices for answering phones and assessing video
- Effective communication while receiving and relaying critical information
- Introduction to the virtual security escort during opening and closing events
- Effective ways to dispatch police
Incident Response and Intervention Training
A 12-week one-on-one training program by a senior intervention specialist that prepares the new hire to take on real-world challenges resulting in a TMA (The Monitoring Association) certification. This phase of training includes:
- All types of alarms, calls, and response procedures
- Situation analysis and advanced crisis intervention techniques
- Voice-down intervention techniques to diffuse tense situations
- Techniques to minimize shrink and inventory loss
- Reinforcement of best practices with role play
- Daily Observation Report (DOR) documented for performance review
Our Training RECIPEfor success
Onboarding, training, role play, 1-1 supervision by trained experts, and ongoing training ensure that our intervention specialists provide the highest standards of round-the-clock remote security coverage for our customers and live up to the standards defined by our guiding principles.
