Securus Technologies is a large communications firm that serves over 3,400 institutions consisting of correctional facilities, law enforcement agencies, and safety organizations. The services that Securus provides allow over 1.2 million inmates and their families to stay in touch on a regular basis from all over North America.
The high level of technology enables Securus to be able to link up with people no matter what kind of phone device they are using. The Securus system links up with all Android and Apple devices including smartphones, tablets, iPhones, and all regular landline telephones.
Recently, Securus Technologies received accreditation with The Better Business Bureau of Texas for their fine quality of work and their continued example of creating and maintaining their body of satisfied customers. An A+ rating was received, which is the highest rating that the Better Business Bureau gives.
Securus has a call center with 220 seats for their attendants who handle 2.5 million calls per month. They have an 11-second first call pickup time, with a 99% first call rate of resolution with a customer satisfaction rate of 4.3 of a possible 5 points. These are remarkable statistics when the sheer volume of calls is taken into consideration.
Not every business can always gain approval for the Better Business Bureau, and very few gain the A+ stature, let alone keep it there. Having such a rating tells customers and others that Securus is a real player and that they don’t have to revert to ridiculous hype and half-baked claims of success. Their track record is based on actual customer service that is above the average by a large margin.
Reaching out from their Dallas, Texas headquarters, their outreach to their customers is a very comforting way to let inmates feel the comfort of knowing that they have contact with their families and loved ones on a regular basis. That is a great pattern that will continue for years to come.