Posted: February 18, 2019
DEFENDERS is one of only about 20 companies in the U.S. to receive PACE-SRO Accreditation. This prestigious honor sets DEFENDERS apart—and ahead—of other home security providers. “Earning this reaccreditation from PACE is a big deal and yet another clear sign of DEFENDERS’ commitment to winning the right way”, said Jim Boyce, DEFENDERS President and CEO. “I am so proud of our team members and the hard work they deliver every day to make sure bad things don’t happen to good people.”
What does this reaccreditation mean? DEFENDERS is committed to providing a positive customer experience, and it has systems in place to reinforce our commitment to government compliance, best practices, and high-quality customer care.
PACE-SRO accreditation is voluntary, and its standards meet or exceed federal and state regulations and consumer protection rules. By meeting these requirements, DEFENDERS has elected to achieve above and beyond what is required by law.
How were we awarded this reaccreditation? This accreditation was conducted by CompliancePoint (a privacy, security, and compliance consulting expert) and awarded by PACE (Professional Association for Customer Engagement), a non-profit trade organization dedicated exclusively to the advancement of companies that use a multi-channel approach to engaging their customers.
Shawn Meier, DEFENDERS’ Manager of Compliance, said the accreditation process took nearly 6 months to complete. “The team began planning in August in order to meet our accreditation expiration date in December – and it’s a good thing we did. CompliancePoint was extremely thorough in their audit and review of our policies and procedures. The auditor doesn’t just take your policies at face-value. It was a long process, but it’s a rewarding outcome, and I’m proud of the work my team did to help Defenders re-achieve such a prestigious designation.”
What is PACE-SRO? From the PACE-SRO website:
PACE elected to form an SRO based on our belief that complementing the American federal and state teleservices statutes and regulations with a broad set of SRO standards provide contact center businesses with a platform of best practices, documentable procedures and measurable compliance tools…The goal of the PACE-SRO is to assure a positive teleservices experience for consumers and provide an objective system that reinforces companies’ commitment to government compliance.