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Brinks opens local call center

Brink’s Home Security recently held a grand opening for its customer call center in Knoxville, a center which receives alarm and customer care calls from around the country.

“We selected Knoxville because of its high-quality workforce, solid infrastructure and positive business climate. We currently have over a hundred and fifty employees in Knoxville and will continue to expand staff levels as our business grows,” said Bob Allen, president of Brink’s Home Security.

The facility is staffed with monitoring operators and customer care specialists who respond to alarm signals and inquiries from customers throughout the United States and western Canada, Allen said

“Brink’s Home Security has been great to work with,” said Doug Lawyer, director of economic development for the Knoxville Chamber. “Throughout the recruitment process, it was clear that Brink’s Home Security would be a great fit for Pellissippi Corporate Center and Knox County. The company has a leadership philosophy that fits with our culture, and provides really good jobs. I’m excited that they’re up and running, and have hired some good employees.”

The NCCC is a fully redundant facility, complementing Brink’s Home Security’s National Support Center in Irving, Texas. Alarms and calls from customers are routed to the first available monitoring operator or care specialist through a single queue serving the Irving and Knoxville facilities.

The 54,000-square-foot center, located at 10620 Kemp Fain Lane, began handling alarm signals and accepting customer care calls in March. Allen said the project cost of an estimated $13.2 million would be worth it, given the number of calls the facility would handle.

“We expect the call volume to steadily increase as we continue gearing up,” said Jim Hightower, managing director of the NCCC. “We have a terrific facility that offers a very positive work environment. One of the great features of the facility is our media room, which is set up Internet café style. Employees can get something to eat and use their break to access the Internet or watch the latest in news, sports or weather in a relaxing environment. We’re very focused on our employees, because we expect our employees to be very focused on our customers.”

For three consecutive years, Brink’s Home Security’s contact center operations have been recognized for customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program. Brink’s Home Security operates in 250 metropolitan areas, and services more than one million customers in 46 states and two provinces in Canada.


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