Securus Technologies Transforms its Call Center Operations
January 07, 2011
By Anshu Shrivastava
, TMCnet Contributor
Provider of inmate communications services Securus Technologies has announced that it has completed the transformation of its call center operations.
Thanks to the strategic decision to move away from outsourcing call center functions offshore and creating a 225 seat in-sourced call center in Texas, the company has “significantly” improved customer service levels.
In order to provide fast response times and one-call resolution to its customers, the company invested over $2 million dollars to deploy the latest call center equipment, applications, and training necessary.
Company officials said that these investments allow the company to operate the advanced call center dedicated to serving the needs of friends and family members of inmates in the country.
The completion of the transition enables Securus to boost the customer satisfaction level. In addition, it also increases the number of prepaid calling accounts being established for inmate communications, said company officials.
Calling the transition a journey, Danny de Hoyos, vice president of Securus Service and Technical Operations, said that “With our staffing complete, state-of-the-art technology installed, and new training taking place, we're seeing significant improvements in the overall customer experience -shorter hold times.”
In addition, the company is also experiencing quicker first call resolution, and significant improvements in customer satisfaction have all been made possible by our taking on this initiative, Hoyos said.
Securus supplies detainee communications and information management solutions, serving approximately 2,400 correctional facilities and over 850,000 inmates nationwide. Recently, Jefferson County Detention Center of Waurika, Okla., awarded Securus a new contract as its inmate telephone system and communications services provider. Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
Edited by Chris DiMarco