dispatcher

customer service representative

call center representative

outside sales representative

entry level call center representative

COPS Monitoring

A typical day at work is stressful and most of it spent enduring rude treatment. This is essentially a customer service job. Coworkers make inappropriate jokes and upper management doesn't take those complaints seriously; only HR will do something. 

The management team is frequently being changed around and hardly anyone is confident in knowing how to do their job (this actually goes for everyone, I would attribute this issue to the inconsistency of the training). 

The hardest part of the job, is trying to navigate all of the various pitfalls that seem to be built into the functioning of this company and not cry yourself to sleep every night hoping that tomorrow will be better.

CONS:
The training is messy and inconsistent. Which despite having dedicated coaches, they hardly get used and the compensation for being a coach is frequently loopholed so that they don't actually get paid their dues. 

The company has really gone downhill in the last year or so; they started changing rules all over. My biggest gripe with this job (other than management issues) is the attendance system. 

You get 10 points for absences and 10 for partial shifts (late/leaving early). If you don't have sick time or vacation time to cover what you miss then you get a point. Once either category gets to 10, you are then fired. 

Now this wouldn't be such a big issue, if it weren't for a couple key points:
1. They only partially accept doctor's notes. If you missed consecutive shifts, then with a doctor's note they will only give you a point for the first shift missed. But no matter the situation, they will give you a point for the first day. I was in the hospital and they gave me a point. The same has happened to several other people who have worked here. 

2. It does not matter what situation is, they will give you a point. Even if coming to work means endangering yourself or others.

3. You only get a total of 40 hours of sick time a year, it can only be used after working here 90 days, you have to use 4 hours at a time, and you only get 1 hour for every 30 hours worked. 

4. You only get a week of vacation time after a year. 

5. Despite claiming to have flexible schedules, there is no flexibility to schedules. You work what they give you. The only choice you really have is what shift you're on: Day, Evening, or Midnights. Or if you want to work 8 hour shifts or 10 hour shifts.

6. They are extremely strict with tardiness. If you're more than 2 minutes late coming back from lunch then you get a point for a partial shift. Even if you clock in early or on time, if you aren't logged into your desk right at that hour (so even a minute later), then you get a partial shift point. Which the desk one particularly sucks when you consider the fact that the computers do not run very well and people frequently have issues logging in or getting the systems up. 

All of this combines to mean that in an entire year, you can only have 9 days of absences unless you have time to cover it. And that time can only cover another 4-5 complete days. Not to mention that the sick time may also have to be used to cover partial shifts so that you don't get an attendance point for that. But that means for the first year of working there you can have a maximum of 13-14 absences. 14 days of medical issues, car issues, family issues, etc. And even if you have covid symptoms they will not excuse the first day. 

This encourages employees to come to work sick. And barely any precautions are taken to prevent the spread of illness. The majority of what is done is on an individual basis; if an employee wants the desk sanitized because all desks are shared, then they have to clean it themselves despite having a dedicated cleaning team. There is no spacing of employees (there is a seating chart that changes every day, so everybody sits everywhere), masks are not required, there are no air purifiers, etc. 

The work environment provided is also in poor condition. The chairs are all broken, uncomfortable, and people have gotten rashes from them. The break room is always filthy. As mentioned before the technology provided is falling apart and slow.

Touching on the issue of flexible scheduling again, it did used to be flexible. You used to be able to pretty freely switch shifts with others or get a different schedule for a specific day. This was nice because it meant that if you only had an issue with one day, a slight adjustment to the schedule could fix it. But this is no longer the case. Shift swaps are only available online and use a notification system (a thing many people do not check). And temporary schedule changes are non-existent.

Changes in hours such as switching to part time from full time is only available to a certain amount of people. Which means if you are struggling with full time, switching to part time may not always be an option. 

You also have no freedom in what days you work. There are only certain rotations available that will be assigned to you and if you aren't available on a particular day, chances are they can't accommodate it.

Speaking of accommodations, the workplace is terribly inaccessible and given the issues I mentioned regarding doctor's notes, if you have a disability or are chronically ill, you have no options. The only way to get attendance accommodations is to make it through a year and go through HR, which they will also require a significant amount of medical history and doctor's letters to do. To top it off, the accommodation is temporary, so every 6 months to a year you have to do the whole process over again. 

This is an OK place to work. The company does have a lot of things they do that are fun for the employees but other than that it's not a long term career option. The management will pick their favorites and you can obviously tell who they are. If you are not one of them you will know. The break times are too short. For a 10 hour shift I get one 40 min break. Which I honestly don't think is too bad other than the fact that I'm a smoker. To go 5 hours without a cigarette is really hard for me and so many others. If we could just split the break up to have a 10 min and a 30 lunch it would be a lot better. This company is all about customer care but if ur a smoker 4 hours in you are on edge and frustrated. Everyone would benefit from 2 breaks instead of one, the employee the customers and the dealers. Not to mention the fact that managers will go out for a cigarette whenever they feel like it. Managers pretty much do whatever they want while u are forced to sit and work constantly. You cant even take ur time in the restroom because if they feel like u take too long they will make u clock out for all ur bathroom breaks for now on. Other than that issue you have to deal with an evaluation every month.  They will harp on every little thing. For example if an alarm comes in as a front door you better not just say front door when dispatching. You MUST say entry exit front door. Like really I'm pretty sure everyone knows the front door is an exit or entry without saying it. They will let one person say or do one thing but if you are not in the managers click you have to do it a different, usually harder, way. The pay is absolutely horrible. You start out at 9.50 then after training u go to 9.75 then you get a raise of .25 every time u go to the next level dispatcher. Once u reach level 6. The raises only come once a year but here is the kicker. Once u reach this point the absolute max u can get a year is .60 and that depends on the Evals u take. Even if u pass with needs improvement they will take away some money from that .60 raise u get every year. It's completely outrageous especially since dispatchers are the ones that have to deal with the public and take the beatings from the unhappy customers day in and day out. We are on the front line for this company but we don't make enough to pay bills and eat at the same time. They are unfair to the dispatchers and that's why they have a turn over rate like no other. For their "point system" u better hope no emergencies happen because it really doesnt matter what happens in ur life if ur not there u will be pointed. They dont seem to have any kind of empathy for u or ur family. They only care about their response time. To top it all off u have to work on an outdated software that makes ur job so much harder. To do a simple task u have to go into 4 different screens and in the meanwhile the customers are getting impatient. It's so ridiculous that the company will not spend the extra money to help everyone out. They say they want to save time for all involved but then refuse to do anything to actually do just that. UPDATE YOUR SOFTWARE COPS CEO/MANAGERS!!! Other than that I do have to say the health benefits are good. It's pretty much the only reason why I worked there for so long. The other dispatchers are friendly as well. For this company I would use it as a stepping stone. Use it for experience or just as u look for a different job but there is way too much bulls*** to deal with from the company itself or the customers for the amount they pay. Hope this helps. Good luck.

  **PLEASE PLEASE PLEASE READ WARNING**

 I went into this job looking for a better future, but in return i was offered limbo with little chance for freedom. One of the lowest paid dispatching centers IN THE COUNTRY. Seriously if you want to dispatch get your license to become a police fire or medical dispatcher OR ANY OTHER DISPATCHER for that matter. 
        All they care about is their response time. Not your feelings. Not your issues. Not a global pandemic. Response time. I’m going to say it again. Response. Time. They treat you less than an ant. And i can gladly explain why.
       1• FREEDOM OF SPEECH IS A JOKE HERE. For such an all over accepting job, They choose to remain silent on #blm by not acknowledging it. They prohibit your freedom to talk about that or anything negative as well. Recently an employee passed and they refused to let anyone discuss why. They don’t let you talk about covid, The president, or any world events for that matter. I guess positive vibes would be an explanation but when someone suggested the company that makes billions to pay their employees a COUPLE DOLLARS MORE for a GLOBAL PANDEMIC their response was “be thankful you have a job.” That’s there answer to everything. 
        2•(it gets worse believe it or not) They convince you by letting you work overtime! Yay lucky me that i can provide more help to you! What a wonderful place! Also! They let you forfeit your breaks! Pretty sure that isn’t legal but hey! More money!! Right? It’s a shame that they convince the majority to try and work 120 hours in two weeks since they’re constantly shortstaffed! (I wonder why...) They are convincing people with 150-250 bonuses which is barely seen from the taxes taken out ironically enough. 
           3•They RECENTLY bought a new system which brings each and every employee they “selected” to do the program to the brink of depression.  The system doesn’t work and all they tell their “beloved” employees is that it’ll get better soon. The system constantly crashes. To keep us from quitting they offer employees raffles for small trinkets and stuff like we’re in 4th grade. And pizza like once a week or so. They know the people all cannot stand it and want to leave immediately and management sees it but they can’t do anything to fix it. It’s all the higher ups making millions to sit and do nothing. They don’t even know how to handle the base employees job. The ceo doesn’t know the name of a manager who’s been there 20+ years. They work in the SAME BUILDING. Let that sink in. They do not care about anyone but themselves and everyone there can see it. And hopefully you read this before applying. 
           I hope I scarred anyone brave enough to tackle such a meaningless job. Because it is a nightmare so bad that I took the time to write this! And i hope their management sees this because it’s the only way they may wake up and see that the people are tired of being treated as ants. The shift supervisors and general managers care because they see what the operators deal and struggle with and some agree people aren’t being treated right but their higher ups could care less. Its the full definition of a bad show and they put you at the front row. If they knew who wrote this they wouldn’t ask why you’d say that. They would just attack you back with hostility which is in no way professional. The job is a golden glob of Feline feces with a side of depression and hopelessness. If you apply after this, welcome to purgatory!
I could list a million other reasons not to join this job. So for now. Just pick one.
        

After working for this company almost 5 years now, I can easily say this company values you and your needs. Since I was surrounded by industry professionals who did nothing but support me and help me grow, I was able to become a certified Alarm Dispatcher in no time and start my journey, eventually obtaining a Manager position later on in my employment. Looking back on my time so far, I have seen many different changes take shape, all of which were positive. The technical aspect of the job is always a focus for the company, so our dependable I.T and Management Team continually work around the clock and try to find ways to make the process easier/simpler for us. Not only that, but each employee has the ability to contribute to this process and give their own suggestions to improve our system. Another big change I noticed was in 2018 when our company raised our starting pay from $9.50 to $12.00, making sure to properly compensate employees for their work. 3-Years having passed since then, and I am optimistic the pay will be re-evaluated and adjusted to remain competitive with other similar positions in our industry. I would say the hardest part of the position is dealing with frustrated customers. While these situations are uncommon, it took me a lot of time to find ways around these situations and finding a way to help people through their frustration or anger. On the other hand, I would say the most enjoyable part of the position is what you get in return for your hard work. This company looks after you and invites you in like family, making sure all of your professional needs are met and that you a positively motivated. Also, the amount of recognition and support I see happening across all of our locations is crazy and I can honestly say I don't know of a company that can match it. Not only this, but this is one of the only companies I have heard of to actively go out of their way to spoil their employees. Through the thousands and thousands of dollars they spend on trips and holiday parties, their investment in their employees really shows in this regard. In my 5 years with the company I have seen 10-15 new management positions created, proving that our company is growing and encouraging advancement. I would say if you are on the fence about applying, consider the following: Are you interested in making a difference, one day possibly saving a life? Do you want job stability, with no fear of being laid off, especially throughout the on-going COVID-19 Pandemic? Do you want to be surrounded by industry professionals who will treat you as a person and not as a number? Do you want to be recognized for your efforts and hard work? If any of these points interest you, I would take the time and apply. During your interview, you would be able to speak with a hiring agent who could give their story and answer any questions or concerns you may have about the position.

I have worked for COPS monitoring for 2 years now and my day to day is great one of the things I like about this job is it was the first job I have had where I do not dread coming to work everyday. 

You are on a computer and as alarms report you follow the instructions to complete each one. Usually you call the customer to see if everything is okay, Notify the authorities if needed and let their emergency contacts know.

The job does insist on good attendance as many do and if you comply with the company policies and you accept feedback and improve regularly you advance well. 

In a procedure based industry I have learned a lot that will set me up for my future career here and in other jobs. 

A lot of people are complaining about management, I do not see issues with management nor have I in the past but I have seen many people come in and become complacent and get really used to the work, not take it seriously and become entitled the longer they stay. Usually during the regular evaluations each person receives they pick up on things like this and are always given chances to correct it. If not I am sure you grow a distaste for management if you are not performing as you should and are too entitled to be corrected.

When you work here you are being held to a standard and as long as you do your best and do not mess around you are golden and it is like many other jobs in that aspect. Follow the rules and do your job and no problems.Though the environment is pretty laid back the job itself is very serious. It is very easy to shine in this field. 

The hardest part of the job is when there are very bad storms in areas dense with customers because activity is high, and it gets sad when customers are having a hard time or are in a dangerous situation but people really appreciate knowing you are there when you need them and frequently express that. 

The most enjoyable part of the job is knowing you are helping people and the day to day work is tolerable. What has gotten me really far is the comfort of knowing when you arrive you are trained in all procedure, and policies for 3 weeks, I like working in this kind of field because everything is spelled out for you from day one, what to do and how to do it, it could not be better.

In 2 years I now make 4.50$ more than when I started and have advanced with ease, I have worked 3 different positions in this company and have had positive experiences in all 3.

In summary, as long as you follow the rules and you are truly there to do your work and have a good attitude you will do well within this company.

First--they pay below the national average for the job that is required. 

Second--their system is antiquated for a call center/monitoring center.

Third--opportunities are only about who likes you and not who is the most qualified.

Fourth--the environment is toxic due to the personal problems of floor management.

Fifth--the quality of the training will vary depending on who the individual is that trains you and the training does not prepare you adequately for the actually variety of the calls. There are variances and redundancies in the trainings that are actually confusing for someone who is new to the work and not helpful as far as practical applications go.

Sixth--if you are a true professional worker with actual standards regarding a quality work environment, this is not for you.

*******************************************************************************

To clarify with any work place there will be things you like and don't like but the passive aggressive behavior of the upper levels will be hard to swallow. However, very few "outsiders" or "new blood" to this company may not thrive here at all. To adapt to that environment you will have to either be anti-social which will make you a target or succumb to the immaturity of the individuals around you just so you they can be comfortable with you. In all honesty most staff that you will work with will not be over the age of 25 and they will have no discretion in discussing you within the same room as if you are not there whether that discussion is complimentary or otherwise. 

The positives are that benefits are good and the pay is weekly and if they like you things can go well. There are also opportunities for overtime although from time to time you can be short changed due to time clock malfunctions. In this case, management will have to enter in your time manually but you will have to remind them and stay on top of it. It is a secure facility and there are fairly reasonably priced vending machines and coffee/tea is free. Additionally, you will have to be licensed to dispatch which the company will pay for after training and when you submit paperwork in a timely manner. However, the state of Tennessee can still deny that application.
 
There are holiday parties and opportunities for cash prizes if you're recommended as a quality worker who has gone above and beyond duty but again, they have to like you which means that a consistent quality performer may go unnoticed in favor of a "friend". 

Summary:

It is not worth it for the pay but if you're an entry level worker or you're desperate or you need a stepping stone for higher paying call centers like CVS, Verizon or Comcast  than, give it a try for a few months. At the very least you can learn the basics here. Otherwise, take your chances somewhere else for the same if not better pay.

Through my employment at COPS Monitoring, I have felt like part of a family. My coworkers, supervisors, and managers made me feel valued and important. As a result of my own hard work and determination to succeed, I was promoted to Supervisor and now I am able to “pass it on” and encourage the promotion of the dispatchers who show their potential to achieve their goals as well! The workplace culture is very positive, encouraging, and compassionate. Each employee of COPS Monitoring takes a personality test before being hired. From my experience, there is definitely a certain type of person we look to hire. Someone who is sympathetic towards others, enjoys helping people, and wants to be part of a team. It doesn't matter the color of your skin, your religious belief, orientation, etc... What COPS cares about is what's inside. They see your potential, and help you become excellent at what you do. On top of that, COPS goes out of their way to make you feel appreciated as an employee. You will be recognized for going above and beyond in your actions, you have the potential to earn $150 every 3 months just for being present and on time, you have the option to participate in Club 6 trips quarterly - joining your coworkers and management for an activity and meal free of pay, and lastly, the extravagant holiday party. As a supervisor, I strive to remain fair, to teach others, to help our customers, and create a pleasant environment for my coworkers. There are many people who stand out to either extreme (such as perfect attendance v. being reprimanded or fired for attendance) as there are in any job. The difference with COPS Monitoring is we are not just a "job". This is a company that values it's employees and looks for employees who value the company. You get what you give. Many people are not up for that level of commitment, and therefore are expunged.
If you are looking for a career where you will be accepted as part of a team, save someone’s life, and have the opportunity to advance; apply to COPS Monitoring.

     COPS has been quite an experience for me. The Nashville location has proved to be inviting, friendly, and understanding. This is the first corporate company I've worked for that makes me feel like an asset rather than a liability. They offer employees generous appreciation gifts, training that praised my strengths, while *respectfully* giving advice on my weaknesses, all while making the experience feel GENUINE. The company's existence is based on providing subscribers a sense of security and warmth, which overflows into the workplace. 

     A typical day involves reaching out to people that have had their security system triggered. (Both commercial and residential.) This gives me a sense of moral content, knowing I am reaching out to help people that are potentially in need. 

     Management in the Nashville location is fantastic. They have been the best leaders I have ever worked under in my 7 years in the workforce. They are friendly, helpful, understanding, and even sympathetic to an employee's needs as an individual rather than generalizing us into a group. They offer praise when they notice good work, and they address concerns in a way that doesn't make me feel depreciated. 

    The hardest part of the job would have to be when you are handling an actual emergency. It can feel overwhelming, but you never do it alone. Company policy dictates that you must make management aware when you are handling an emergency so that you have support, and the person in need is helped to the best of our capabilities. In the event that one of these may cause you mental distress, the company offers free therapy to employees. (As I said, the company genuinely places the wellbeing of its employees highly. So much to the fact that constantly surprises me.)

    The most enjoyable thing about the job is certainly the moral satisfaction that comes with helping people. I couldn't even begin to count the times that people I speak to express how much they appreciate it when you reach out to check on them. It really makes me feel like I'm making a positive impact working here. 

I started as a full-time dispatcher on the midnight shift in the Nashville, Tennessee office seven and a half years ago with no prior experience with alarm systems or inbound/outbound calls. The well-structured training program was a huge relief for me since I was given three weeks of individualized training with an experienced dispatcher, not handling a single call without supervision until I completed the program and was certified by a manager. From there, I received constant feedback from my managers on my performance which made me feel very supported and recognized. Before starting here, I worked in retail and wasn’t getting benefits, consistent hours, recognition, etc. I felt like I was just a number. COPS blew me away with all the things they do for their employees—a massive holiday party, company awards, trips for tenured dispatchers, weekly pay, excellent benefits, tuition reimbursement, and the list goes on. 

COPS truly believes in promoting from within. I was promoted to a lead dispatcher, shift supervisor, assistant site manager, and eventually operations manager as the company continued to grow throughout my time here. As a matter of fact, most of the company’s management and executive management team started in entry-level positions like me. I also really appreciated how quickly I got to meet, know, and interact with the executive team, as they attend the holiday parties at all sites and also visit the offices throughout the year and interact with dispatchers.

When I started here over seven years ago, I didn’t know what I was looking for or what I wanted to do with my life. Immediately, I could tell COPS Monitoring was different, and deciding to make it into a career was the easiest decision I have ever made. Everything I have learned and accomplished in my professional life is all thanks to COPS. I am blessed to work for a company that has been able to not only stay open during the ongoing COVID-19 pandemic, but continue to offer the same hours, benefits, and opportunities.

If you’re looking for a rewarding career in a comfortable environment where you can help people every day and potentially save lives, this is the place for you.

Every single day is a roller coaster depending on what mood the manager decides to be in that day. They've gotten rid of any half decent managers and keep promoting people with their heads stuck between their legs. The managers or "floor walkers" are not trained at all on how to manage a large group of people. They care more about their paperwork and reputation than how to treat people with an ounce of respect. All the dispatchers daily are complaining about how much they hate working there and it makes the entire room full of negative energy. They take any complaints and put them straight in the trash with no second thought. If you happen to have an opinion about something that may seem wrong or simply may make things easier they say you're challenging and being disrespectful. They make you feel like you're constantly walking on eggshells and can be fired at any moment. I would NEVER recommend someone to even attempt training. The turnover rate is INSANE. I've personally watched trainees walk out after being there 10 minutes. All they're missing is a pair of shackles and you'd feel like you're in prison. They watch over everyone like hawks and if you happen to upset someone that day, they treat you like complete trash. They have no level of understanding when it comes to family emergencies. If you're one of their favorites they have no problem excusing every call out with or without a doctors note. Simply glancing at your cell phone is enough for a write-up and suspension. They have no regard for the people with children at home that may be having an emergency and need to get a hold of you. The pay, "benefits" and "bonuses" are no where near worth dealing with this job. The job alone is easy but dealing with the public is just like any other customer service job, difficult. But the management alone treating everyone like complete trash, I'd rather be broke and unemployed

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Entry level call center representative 3 salaries reported	$17.33 per hour

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