Company: TELUS Smart Security & Automation, Vancouver, BC, Canada
Company Description: At TELUS, we’re using our world-leading technology to drive meaningful change — from transforming healthcare and making our food supply more sustainable to reducing our environmental footprint and connecting Canadians. We offer both personal and business solutions (security, internet, mobility, tv bundles, online security); healthcare, agriculture, and sustainability solutions.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Other Service Industries
 Nomination Title: TELUS Central Alarm Monitoring
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 193 words used.
TELUS, Canada's fastest-growing leader in security and automation, proudly nominates its Central Alarm Monitoring (CAM) team for Contact Center of the Year. As the cornerstone of TELUS Smart Security, CAM provides critical, life-saving support to over one million residential and commercial customers, ensuring their safety with unparalleled reliability and care. Our team of 193 highly trained operators manages an impressive volume of over 5 million signals annually, including 157,000 critical alarms each month. CAM's average response time of 24 seconds not only surpasses our internal 30-second target but also significantly outperforms the 60-second industry standard. This swift response ensures rapid dispatch of police, fire, and medical assistance where every moment is crucial. CAM's commitment to excellence is exemplified through innovations like SmartWear, a personal safety device offering vital, life-saving support. The team handles these alarms with an exceptional 1-second response time, maintaining an impressive 99% service success rate. Since entering the security market in 2018, TELUS has revolutionized industry standards, achieving the milestone of over one million subscribers by March 2023. By integrating cutting-edge technology with CAM's unwavering dedication, TELUS has established itself as the provider of Canada's most comprehensive security services.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
By strategically implementing advanced technology automation in CAM, we achieved outstanding improvements in both operational efficiency and customer satisfaction. Our pioneering Alarm Automation program has not only achieved impressive cost savings of $571,130 annually over the past two years but has also fundamentally transformed our business operations and customer experience. By automating essential processes, we've enhanced service delivery, optimized response times, and significantly reduced operational costs. Just two years ago, our average response time was 59 seconds. Through focused automation initiatives, we have now reduced this to a remarkable 24 seconds—far surpassing our internal goal of 30 seconds and the industry benchmark of 60 seconds. This remarkable achievement is further reflected in a 91% success rate across over 14,000 customer feedback surveys, confirming our ability to consistently exceed customer expectations while setting new industry standards for excellence. A cornerstone of our optimization strategy, the False Alarm Reduction program, has played a key role in reducing chronic high-volume inbound alarm signals by 522,781 over the past two years. This initiative has not only streamlined alarm handling processes but has also resulted in an impressive $686,887 in operational savings. These results underscore CAM’s unwavering commitment to leveraging technology and innovation to deliver outstanding service quality while optimizing operational efficiency. By continuously embracing improvement and strategic automation, we continue to raise the bar for excellence in monitoring center performance and customer satisfaction, solidifying our position as an industry leader dedicated to technological advancement and exceptional service delivery.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 164 words used.
The accompanying spreadsheet provides comprehensive evidence of our program's transformative impact, with a summary page offering a concise overview of key achievements, supported by seven detailed data tabs:
False Alarm Reduction (Tab #1)
- Comparative analysis between FY2022 and YTD 2024
- Demonstrates significant reduction in false alarms
Automation Savings (Tab #2)
- Documents incident volume reduction
- Highlights improved emergency services utilization
- Quantifies operational cost savings
Voice of Customer (Tab #3)
- Survey results analysis
- Customer sentiment metrics for alarm incidents
Alarm Service Levels (Tab #4)
- Performance comparison between FY2022 and YTD 2024
- Service level improvement metrics
Response Time and Volume (Tab #5)
- Alarm response time trends
- Volume analysis from FY2022 to YTD 2024
SmartWear Services (Tab #6)
- Service level metrics
- Response time data comparison between FY2023 and YTD 2024
CAM People Engagement (Tab #7)
- 2024 employee engagement survey results
- Team performance indicators
Each tab provides detailed metrics and analytics that substantiate our achievements and demonstrate the significant positive impact of our strategic initiatives across all operational areas.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 246 words used.
Our operational excellence is evident in the substantial year-over-year improvements in service levels. High-priority alarm performance has risen from 76% in FY 2022 to 84% in 2024, medium-priority alarms from 83% to 96%, and low-priority alarms from 81% to 97%. Additionally, response times have seen significant improvements: high-priority alarm responses decreased by 35 seconds—from 59 seconds to 24 seconds—exceeding both our internal targets and industry standards. Medium-priority response times improved from 872 seconds to 148 seconds, and low-priority responses improved from 5,668 seconds to 360 seconds. These advancements ensure faster, more dependable service, enhancing our customers' safety and security. Ultimately, these expedited response times guarantee timely and efficient service for all customers, regardless of alarm priority, providing greater peace of mind and reinforcing our unwavering commitment to their safety. These achievements are driven by our highly engaged workforce, with CAM engagement rising from 81% in 2022 to 89% in 2024, surpassing the company target of 84%. Our team's commitment extends beyond operations, with over 2,100 hours dedicated to charitable initiatives. A notable example is the Kakuma Refugee Fund campaign during Black History Month, where the CAM team boosted fundraising from $1,184 to over $6,000. Employee-driven innovations have also led to significant operational improvements. For instance, revising Standard Operating Procedures for Duress Residential alarms, including the implementation of pre-agency calls, resulted in a 25% reduction in police dispatches. These accomplishments showcase our team's dedication to continuous improvement, community engagement, and exceptional service delivery.
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