At home, a false alarm can often elicit a sigh of relief as you realise you haven’t been burgled. However, in the retail world, a sigh is more often brought about by a feeling of sheer frustration. The misuse of panic buttons and the subsequent blacklisting by local police is a long-standing problem for retailers.
If a panic button is pressed by mistake more than once, officers will refuse to respond when another “emergency” occurs. This leaves retailers with a costly dilemma. Police response is automatically restored if the store’s security systems are updated, but that process can cost more than£1,200 a store.
As many as 96 per cent of panic button activations are false, according to a survey by the Association of British Insurers and almost a third of retailers have had their police response privilege removed at some point.
The Co-operative Group has had almost 10 per cent of its 1,610 stores blacklisted, providing it with a major problem. Head of operational risk Phil Willsmer says: “We have a duty of care to our employees, but against that we have the cost of an upgrade. Morally and financially there is a cost.”
However, spending that amount of cash doesn’t even guarantee that a further blacklisting is not just weeks away. “The problem with upgrades is you do it and you can still lose your response in a month,” he adds.
Employee safety is, of course, crucial to all retailers, but keeping costs down is also essential if jobs are to be guaranteed. Recently, the situation has become even worse. The Association of Chief Police Officers (ACPO) has just reduced the official number of false alarms a retailer is allowed before a store is deemed “off police response” to two. Previously, it was often left to the discretion of individual forces. However, Willsmer believes that a simple technology solution, which costs a fraction of the cost of upgrading, could provide a solution. A new service by SSS Management Services provides an intermediary link-up to a call centre and acts as a filter between the in-store panic button and police.
When the button is pushed, staff at the call centre are able to hear everything that is going on in the store. They can also open a microphone channel to talk to staff at the shop. If the incident is genuine, they will call the police and provide evidence if needed. If it is a mistake, the operator can get the button reset and explain why it was not an appropriate use of the panic alarm. “It acts as a good filter and has built up confidence for both sides – the police and the stores,” says Willsmer. “It was a six-month trial, but it was evident early on that it was going to be a success.”
The system is now being used in 80 stores and the group wants to roll it out further.
Value for money
Carphone Warehouse has tested the same system and is now in the process of introducing it across the chain. “In common with most retailers, we have experienced issues with false activations and we believe installing this system will help improve security further,” says a spokesman.
Willsmer says the system will cost the Co-op about£400 a store to install and then£90 a year to run and maintain.
This represents real value for money, according to Carphone Warehouse. “It will improve safety and increase our peace of mind. That in itself makes the system value for money,” the spokesman added.
Retailers also have to battle with another problem posed by false alarms. If a button is pressed during a genuine incident, but that incident is resolved by the time the police arrive, officers still chalk it up as a false alarm. That is another frustrating situation the call centre solution can help avert, says Willsmer. Being able to communicate with a third party provides an extra layer of reassurance and security for the shop worker too. “People press to get advice,” explains Willsmer. “For example, if they see a gang outside the shop, they may ask if it is right to call the police.”
Carphone Warehouse’s trial revealed similar findings. “Initial feedback from our store representatives is that they are reassured to know the audio link is in place,” says a spokesman.
Tackling hidden costs
Willsmer believes dealing with the problem of false alarms may also improve staff retention. “A lot of employees leave because they don’t feel safe. Staff sickness and retention are hidden costs. We want to monitor how this will impact them.” The Co-op intends to look at sickness and retention in those stores with the new system and compare it with similar sized stores in similar locations, he says.
Convinced that this is the way forward, Willsmer is now seeking further talks with the ACPO in an attempt to get forces around the UK to endorse it as best practice. He believes constant dialogue with the police is the way forward on this and other security matters. “We need to engage with the police – to understand their needs and find something that works for both sides. Previously, there was a blame culture. That doesn’t get us anywhere – they need to meet us in the middle,” he says.
Although still at a trial stage, a system that provides an intermediary step between the store and the police may represent a significant step forward in tackling an age-old and costly frustration for both retailers and police.
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