Securus Completes Transformation of its Call Center Operations
Press Release Jan 08, 2011
Dallas, TX —/PRN/-- Securus Technologies, Inc., a leading provider of inmate communications services, today announced it has completed the transformation of its call center operations. The Company’s strategic decision to move away from outsourcing call center functions offshore and creating a 225 seat in-sourced call center, located in Texas, has significantly improved customer service levels. Securus now believes it has the largest and best equipped 24x7 call center in the industry.
Securus invested more than $2 million dollars implementing the latest call center equipment, applications, and training necessary to provide fast response times and one-call resolution to its customers. These investments allow the company to operate the largest and most advanced call center dedicated to serving the needs of friends and family members of inmates in the country. With the transition now complete, Securus reports not only better customer satisfaction levels, but also an increase in the number of prepaid calling accounts being established for inmate communications.
“This transition has been a journey,” said Danny de Hoyos, Vice President of Securus Service and Technical Operations. “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, quicker first call resolution, and significant improvements in customer satisfaction have all been made possible by our taking on this initiative.” He continued, “The investments we’ve made have clearly impacted our customers in positive and meaningful ways.”
Securus Technologies, Inc. is one of the largest suppliers of detainee communications and information management solutions, serving approximately 2,400 correctional facilities and over 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.securustechnologies.com.