On March 8th, 2017, Securus Technologies, a leading criminal justice and correction technology provider, proudly announced that they won a Gold Stevie Award in the Best Customer Service Training Department category. The awards ceremony, attended by hundreds of executives, which took place at Caesars Palace in Las Vegas, Nevada.
At Securus, the customer service department primarily deals with individuals calling in because they encountered a problem setting up an account for someone in jail to make phone calls or they are having trouble receiving the calls at their end. Either way, the person is upset and needs someone to rectify the situation as quickly as possible; therefore, Securus’ customer service training materials emphasize empathy and the need to resolve the issue quickly, on the first call if possible. Securus Technologies’ Senior Vice President of Operations Danny de Hoyos, speaking about the company’s revamped training program said, “I’m glad to say that it has worked and that we’re seeing the best customer satisfaction, Net Promoter, and first call resolution scores in our history.”
Several of the judges, who are independent business professionals, mentioned that Securus Technologies provides a valuable service, which is true. The Dallas, Texas-based company offers inmate self-service, communications and monitoring technology to corrections agencies in North America.