It is unlikely that you have ever heard of one of the best telecommunications companies in the country. This telecommunication company recently received an A+ rating from the Better Business Bureau and went out of its way to prove itself to the BBB for accreditation. In order to get accredited, the Better Business Bureau investigates eight different points of integrity:
- Build Trust
- Advertise Honestly
- Tell the Truth
- Honor Promises
- Be Responsive
- Safeguard Privacy
- Embody Integrity
After reading that list are probably wondering “where do I find a telecommunications company like that?” Well, the answer is in prison. The company in question is Securus. This telecommunications giant services prisons and jails across the country. Those telephones hanging inside of the prison are exclusively contracted to third-party companies like Securus. But some companies, like Global Tel-Link, use this unique position to squeeze money out of prisoners and their families. Securus goes the other way.
In its commitment to customer service, Securus has opened up a 220 seat customer service call center. It’s the biggest of its kind in the industry. Any questions or concerns are resolved on the first call over 99% of the time. Calls are answered within 11 seconds the first ring on average. And this massive call center, with well-trained representatives, Kenfield over 2.5 million calls per month. That is a lot of volume and a lot of value.
On the flipside, Securus’s biggest competitor, Global Tel-Link, is infamous for its terrible customer service. There have been accusations of double charges and hidden fees as well. Currently, there is a class-action lawsuit against Global Tel-Link in California for the fixing of prices.
Plenty of studies have shown that open communication between a prisoner and their families reduce recidivism. We should demand that all providers of telephone services to prisons and jails across the country behave like Securus. In the end, it will make us all safer.