Securus Technologies Announces Plan to Create Domestic Call Center
Press Release May 07, 2009
Securus Technologies, Inc. a leading provider of inmate communications services and offender and case management software design, today announced it is moving forward with plans to create an in house call center operation, which will create up to 250 new jobs in Addison, Texas. The construction of a new sophisticated customer service call center to house the new positions is scheduled for completion by September 1, 2009.
“Customer polling of our clients showed a clear preference for US based call personnel that are intimately familiar with the challenges faced by our customers”, stated Jim Sidler, Securus’ Sr. Director of Marketing, Communications and Research. “Obviously, this is a great time to find qualified applicants.”
Although the trend for many companies has been to outsource jobs to countries where labor is less expensive, Rick Smith, CEO of Securus Technologies, Inc., stated, “This action will allow us to make certain our service levels meet our customers’ satisfaction, and provide us a service platform that we can use further our leadership position within our industry. We also believe this action will help drive more calling revenue by making it easier for our friends and family customers to fund prepaid calling accounts.”
Securus’ plans for its new call center involve much more than the 250 new jobs. The new call center will also:
- Increase accessibility for the company’s customers - Securus currently handles over 3/4 million customer calls each day. The call center creates a pool of knowledgeable applicants that understand end-user needs.
- Increased availability of payment options – The new center will allow the company to offer more payment options than any inmate communications provider (credit card, debit card, cash, check, Western Union, prepaid accounts, collect and direct bill payment methods will all be offered to the customer base).
- More efficient processes - Using local customer care representatives, who are familiar with the industry’s unique challenges, will assure the account activation process moves much faster with more efficiency and more empathy.
The new state of the art call center will provide service 24 hours a day, 7 days a week, 52 weeks a year. “Our goal is to provide not only the most efficient call center in the industry but also a world class call center that is unrivaled in any industry, worldwide,” stated Danny De Hoyos, the Vice President of Customer Service.
Securus Technologies, Inc. is one of the largest suppliers of inmate communications and information management solutions, serving approximately 2,600 correctional facilities 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. Headquartered in Dallas, Texas, the company also has offices in Carrollton and Allen Texas; Atlanta, Georgia; Modesto and Folsom, California; Raleigh, North Carolina; Vancouver, British Colombia; Antigua and Mexico City, Mexico; Sydney, Australia; London, England and Brantford, Ontario.