Securus Technologies, a leading criminal and civil justice technology solutions provider for corrections, monitoring and public safety announced it had received accreditation and an A+ rating from the Better Business Bureau. Danny de Hoyos, a senior Vice President in charge of Operations, stated that the company joined hands with BBB located in Texas to get the A+ rating which is the highest and a formal accreditation in what the company says and issues in print. The Accreditation was voluntary and Securus Technologies worked together with the BBB to meet various set standards.
The standards include building trust, telling the truth, advertising honestly, being transparent and being responsive. They also include honoring promises, embodying integrity and safeguarding privacy. Securus technologies went a step further in establishing an in-house domestic call center that houses 220 seats. This is the largest call center in the industry and was established to enhance and improve customer service to the around 25 million family members and friends.
This move helped Securus Technologies to gain more control on how the issue of customer service is handled and allowed the company to implement the required BBB standards for accreditation. The representatives are trained bearing in mind all these standards. They respond to about 2.5 million and over calls every month. The calls take about 11 seconds before they are answered and the resolution rate on the first call is at 99%. The call center scored 4.3 out of 5 in terms of customer satisfaction. The results are just a testimony of the company’s commitment to the BBB standards and its customers.
About Securus Technologies
Securus Technologies is the largest provider of parolee tracking, government information management solutions and detainee communications. It serves about 2,600 correctional facilities within 45 states, Mexico, Canada and the District of Columbia serving over 1,000,000 inmates in the nation. It has its headquarters in Dallas, Texas with four regional offices based in the Metro area and Atlanta, Georgia.