Customer service processes outsourced to foreign shores have always had a spotty record when it comes to quality. Many organizations are finding that by bringing customer service back home (referred to today as “in-sourcing”) they are able achieve competitive costs and boost quality, even when the customers themselves are “in,” as in “incarcerated.” Securus Technologies, Inc., which provides inmate communications services and investigative technologies, has 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, said the company in a press release today.
“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.
Securus says there are many reasons why it can provide unmatched customer service performance to the corrections industry. The company employs only highly qualified call center associates, and they offer customers a number of communications media choice. Friends and family members of those incarcerated can choose to contact Securus in the manner that best suits their needs, whether it's by speaking to a live agent, corresponding by e-mail, or even communications through an online chat session. The service is available round-the-clock. 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,” noted de Hoyos. “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.”
Edited by
Rich Steeves
