Securus Technologies has been a firm that is constantly bettering itself and ensuring a better service is provided for its customers. Their customers are made up of friends and family which total approximately 25 million. In order to cater to this large volume of people they have established a 220 staff member call center. This call center is the largest of its kind in the industry and is run domestically within the United States of America. This ensures that the quality of the service provided is constant and up to standard.
The call center also provided Securus Technologies the necessary control when it comes to handling customer service. Without this step the necessary standards for Better Business Bureau (BBB) accreditation would not have been possible to achieve. Securus Technologies has been awarded the highest A+ rating as well as the formal accreditation to allow for the mentioning and printing of it. All staff within the call center have been trained to match the standards set by the Better Business Bureau. These standards are trust building, honesty, transparency, honesty, being responsive, safe guarding privacy as well as integrity.
Due to the high level of standards Securus provides it’s customers there is no place for wrong doing or breaching of the high standard of integrity set by them. This however has become an issue as evidence has surfaced that the largest provider of inmate communication services, Global Tel Link, was found to have been involved in wrong doings. According to the PR Newswire, these wrong doings were identified by the Louisiana Public Service Commission (PSC)who launched the investigation. They found a number of issues relating to the practice of advancing call clocks, higher call rates, artificially inflating charges as well as double billing and unlawful overcharging.
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