The 11th Annual Stevie Awards for Sales & Customer Service have announced Securus Technologies as the finalist for the Best Customer Service Training Department in 2017
Securus Technologies is already enjoying a reputation for being a leading provider of civil as well as criminal technology solutions. Hence it came as no wonder to me when they won a Gold Stevie® Award in the Best Customer Service Training Department category. This will be at the 11th annual Stevie Awards for Sales & Customer Service. In fact, I would consider these as the top honors in the world for customer service and contact center, besides business development as well as sales professionals. It is the Stevie Awards that are organizing so many leading business awards programs in the world. The American Business Awards SM is one of them. Another one is the prestigious International Business Awards SM.
I was looking forward to Securus Technologies winning the Gold Stevie(R) Award in the 2017 Stevie Awards for Sales & Customer Service that were presented at a banquet which was held on Friday, February 24 at the Caesars Palace in Las Vegas, Nevada. In fact, there were over 650 executives from all around the world who attended this event.
With 2,300 nominations coming in from virtually every industry, it was not easy to do the evaluations this year. In fact, I have noticed that this competition is getting bigger each year. In fact, there was an increase in nominations this year over 2016.
There are several judging committees comprising of 75 members who determined these Gold, Silver and Bronze Stevie Award placements from the Finalists during the final judging that was done in February.
Getting recognized by independent experts for all these efforts is inspiring and motivating. The training team at Securus Technologies has won this award for their empathy and understanding of the customer’s situation. Hence they tried to solve issues on the first call itself.
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.
The company goal is to provide comprehensive and innovative solutions that improve the security of the public and modernize the experience of the detention. Securus Technology put more emphasis on the law enforcement and also needs of the corrections communities. The innovative company releases a new software called Investigators Pro 4.0 (IPRO 4.0). The software will enable the detectives choose a voice sample from the detainee or called party side of the prisoner’s phone call and then use the collected sample to search for any other call where the voice occurs. These will help investigators reveal any despicable activities by detecting not only the called party’s voices but also the prisoner that may have called the party. The IPRO 4 software helps detectives stop crime even before it begins.
The feature of the searchable voice assist in identifying the person’s personal identity number and also it is easy to know the history of both parties. The IPRO 4 features help to identify the illegal networks operating on the prison phone system. The functions such as voice identification and high-interest group tagging are combined with the searchable voice and this result to a powerful investigator toolkit. Better Business Bureau (BBB) accredited Securus Technologies with an A+ rating for not only meeting their standard but also for their hard work.
Securus is the primary source of civil and criminal technology solution. The introduction of the automated inmate forms saves time and money of the customers. The company has the commitment of giving the customers modern technology and new features. The forms and grievance presentation on ConnectUS show that the clients are getting the new technology. Most correctional facilities use the old manual way of application which is costly. Valuable time is spent collecting, distributing, filing and storing of forms.
Benefits of the modern technology
The modern way of application makes work easier. Changing forms can now take a little time because one does not have to print the forms again. There is a big difference in the way things are being done with this new method. Securus automated forms process more than 13.8 forms in a month for every inmate thus saving the officer’s time. The correctional officers can concentrate on the safety and security measures.
The inmates benefit from the new method as they have the ability to access the forms. They can also view the position and the complaints and agree or appeal them. The service brings innovation to improve the confinement experience. The inmates can see what is available for them and the dates. The correctional heads have control on the content that is open to the inmates. Communication is also enhanced through this method as the officers have full information of the detainees.
Information on Securus Technology
According to Crunchbase, it is a company that provides communication to the prisoners and offers the government information on the management solution. The company serves at least 2600 correctional amenities in 45 countries. The headquarters of the firm is in Dallas Texas. Securus Technology has offices in four regions; Atlanta, Georgia Dallas metro and the headquarters. There are more than 500 employees at Securus.
Securus Technologies has been serving the needs of prisons and jails for years, by providing landline telephone services for inmates to stay connected to the outside world. The company is also known for being the top civil and criminal justice solution for public safety. Until recently, CEO, Richard Smith has opened up a new avenue and innovative way for families and friends to connect with inmates. Mr. Smith understood the difficulties that people like us go through just to be able to spend a short amount of time with the ones we love. We’re constantly fighting traffic, driving for hours in all types of weather, limitations and restrictions, the long lines, high gas prices, and even costly inmate phone calls for just a few minutes. Therefore, it is evident that he has welcomed video visitation technology with the family in mind. WithSecurus Technologies, one can schedule an on-site visit or video meeting. Introducing video not only offers more options to visitation, but it is much more personable. Both parties will feel like they have never missed a beat in each other’s lives. Simply download the app from Google Play or the App Store and connect the software to it. Securus customer representatives can help if you have any issues connecting the two.
This new option is very innovative within the phone industry that serves prisons. Yet, it more than meets the demands for the people. It is also understood that most people that occupy prisons, will someday return to society. So, it is important for them to be offered trades and education in order to effectively operate in society once released. What better way than to provide high-tech solutions to keep them abreast of the ever-changing world of technology. Richard (“Rick”) Smith, offers what he calls “Intelligent communications devices” within the prisons to provide education at high school and university levels. The products include inmate tablets, S-Phones and kiosks for video visitation.