Dallas, TX —/PRNewswire/Securus Technologies, Inc., a leading provider of inmate communications services and investigative technologies, today announced it achieved a record for customer service performance in 2011. Securus operates the largest in-sourced call center in the inmate telecommunications industry, providing direct account support for friends and family members who receive calls from inmates in Securus-served facilities. This support is provided 24 hours a day, 365 days a year. While most providers outsource customer service, Securus operates its own customer service center located in Carrollton, Texas.
“Our record setting satisfaction scores are exactly what we set to achieve when we brought 300 jobs back to the United States from an outsourcing operation,” said Danny de Hoyos, VP of Customer Service for Securus Technologies. “Corrections customers often bear the brunt of poor customer service from inmate communications providers because these competitors often outsource the responsibility for customer service. With our emphasis and investment in serving the needs of friends and family members of inmates, we are seeing significant improvements in satisfaction scores,” said de Hoyos.
Many factors contribute to Securus’ unmatched customer service performance in the corrections industry. Securus employs only highly qualified call center associates. Friends and family members can choose to contact Securus in the manner that best suits their needs. Options include being able to speak with a live agent, correspond by email, or even communicate through an on-line chat session. Customers can reach out to Securus at anytime of the day or night. In addition, all call center associates complete a thorough training program designed to specifically help resolve customer requests and problems the first time they call. “You can’t measure what you don’t track. At Securus, we track everything to ensure our customers receive a quality experience. One of the statistics we are most proud of is our First Call Resolution, which means we resolve a customer issue during the very first call,” said de Hoyos.
About SecurusSecurus Technologies, Inc. is one of the largest providers of detainee communications and information management solutions, serving approximately 2,200 correctional facilities and more than 850,000 inmates nationwide. A recognized leader in providing comprehensive, innovative technical solutions and responsive customer service, Securus’ sole focus is the specialized needs of the corrections and law enforcement communities. Securus is headquartered in Dallas, TX, with regional offices in Carrollton and Allen, TX, and Atlanta, GA. For more information please visit the Securus website at www.securustech.net.