Calls to a security company: how to handle alarms, new clients and payment questions
Sado AI team · · 5 min read
In short
Sort every call to a security company into three kinds at once. Alarms go straight to the duty officer, with no wait. New clients get six questions about the site and a time for the engineer’s visit. Existing clients get a request about a payment, a fault or the contract. Only monitoring staff handle code words, passwords and disarming. In real danger, the caller should dial 102 or 101. An AI operator can take the simpler calls day and night in Uzbek and Russian.
Sort the call in the first second
A security company hears from a flat owner whose alarm went off, a shop owner asking for a price, a client asking about a payment. In one queue, the urgent call waits behind the price question. So decide in advance which call goes to whom, and how fast.
| Call | Example | Who handles it | How fast |
|---|---|---|---|
| Alarm, signal | “My home alarm is going off”, “Someone broke into the shop” | Duty officer at the monitoring desk | At once, no waiting |
| False alarm | “I typed the wrong code” | Monitoring staff, after the code word | At once |
| New client | “How much is an alarm for a flat?” | Operator, then a sales manager | In this call |
| Payment, documents | “How much do I owe this month?” | Accounts | Same day |
| Fault | “The panel keeps beeping about the battery” | Technician, via a request | At the agreed time |
Alarm calls: a simple, strict rule
- Put the call straight through to the duty officer. No music, no queue, no “press 1”.
- If the duty officer doesn’t answer, the call goes to a second person or the shift lead. Write this chain down and test it monthly.
- In real danger — burglars, fire, a smell of gas — tell the caller to dial 102, 101 or 104. A security company doesn’t replace those services.
- Code words, passwords, arming and disarming are for monitoring staff only, never for a new hire or an AI operator.
- Keep every alarm call on record: who called, when, how fast it was connected. You’ll need it in a dispute.
What to ask a new client
The price depends on the site, so ask a few short questions, then book the engineer’s visit:
- Type of site: flat, house, shop, warehouse or office.
- District and landmark; the exact address can wait until the visit.
- What they need: an alarm, a panic button, CCTV, monitoring or a guard.
- Whether they already have a system or are switching from another company.
- Day and time for the engineer’s visit.
- Name and a good time to call.
Quote prices only from your price list. If the exact price comes after the visit, say so. A rough figure raised later costs you trust.
Sample call: a shop owner asks for a price
Sado: Assalomu alaykum, Posbon Servis, Shohruh speaking.
Caller: I’d like an alarm for my shop. How much is it?
Sado: Sure. Which district is the shop in, and roughly how big is it?
Caller: Chilanzar, about forty square metres. One door, one window.
Sado: The price depends on the number of sensors. Our engineer will come, take a look and give you the exact price on the spot. Would tomorrow work?
Caller: Tomorrow afternoon is fine.
Sado: Great, I’ve booked three o’clock tomorrow. The engineer will call before leaving. May I have your name?
Caller: Jasur.
Under two minutes, and the manager has the site, the district, the time and a name.
Existing clients: payments and faults
- Payment reminders: 2–3 days before the due date, short and polite. Never tell someone else the amount owed.
- Faults: which site, what happened, since when. Agree the technician’s time in the same call.
- “I want to cancel the contract”: straight to a manager. Ask why and note it.
What the AI operator takes, and what stays with people
Sado’s AI operator for incoming calls answers in about a second, nights and holidays included, more than ten calls at once. By your rule it puts alarm calls straight through to the duty officer’s phone. It asks new clients your questions and quotes only your own prices; if it doesn’t know, it says a manager will call back and creates a task.
With outbound calls it reminds your own clients about payments; a number that says “don’t call me” isn’t called again. Code words and disarming stay with monitoring staff. Recordings and transcripts are in the portal, and in Bitrix24 if you use it. Try it live or call 78 778 01 23.
Questions
Can we trust alarm calls to an AI operator?
Only to connect them. It answers at once and puts the call through to the duty officer by your rule. Code words, passwords and disarming stay with people.
Are the calls recorded?
Yes: the portal keeps each call’s recording and full transcript. The operator can say at the start that the call is recorded; this can be switched off.
How much does it cost?
Only talked minutes are paid: 800 so‘m a minute, no monthly or setup fee. For example, 30 two-minute calls a day: 60 × 800 = 48,000 so‘m.