Contact Center Solutions Featured Article

Securus Hiring to Improve Customer Service

April 14, 2014

Securus Technologies, Inc., a provider of inmate communications services, investigative technologies, corrections/law enforcement/ emergency information technology services, and active global positioning systems (GPS) based offender monitoring devices, recently announced its plans to hire more people in its Dallas Call Center to further improve their customer service.


The officials from Securus said that the company, which responds to 42 million contacts each year, wants to provide “best in class wait times, first call resolution, and call completion rates.”  The company serves its customers through live agents, website, text messaging – and other methods.

"When we constructed our state of the art Call Center in Dallas in 2009, we anticipated future growth and we are seeing growth in facilities served and in call volumes.  We are adding roughly 25 percent more Call Center Associates to provide for our growth and further improve service to some customer segments," said Danny de Hoyos, Vice President of Service and Technical Operations.  We promise great customer service, and we want to always keep our word on that."

Securus claims that it serves approximately 2,600 correctional facilities in 45 states, the District of Columbia, Canada, and Mexico, and more than 1,000,000 inmates nationwide. The company is dedicated to fulfill the specialized needs of the corrections and law enforcement communities. Securus is headquartered in Dallas, Texas, including four regional offices in the Dallas metro area as well as one in Atlanta, Georgia.

In related news, Securus recently completed an American Institute of Certified Public Accountants Statement on Auditing Standards No. 70 (SAS 70) certification. In a release, the Company said that the SAS 70 certification has technically been replaced with SOC-1 nomenclature (Service Organizational Controls), but the audit requirements are the same. Securus said that a SAS 70 certification indicates that an independent accounting and auditing firm has completed an evaluation and testing of Securus' internal controls and related activities. This certification confirms that the company has effective controls and safeguards in place to manage information and data belonging to its customers.




Edited by Maurice Nagle



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