This March 2017, Securus Technologies won a top honor in customer service. The Stevie Awards are in their eleventh year of operation and are awarded yearly to customer service related companies who excel in over 60 categories. There are gold, silver, and bronze awards given for each category by judges who have many years experience in the customer service industry.
Securus took home a Gold Stevie Award from the category “Best Customer Service Training Department“. Senior Vice President of Operations, Danny De Hoyos, was gratified that the customer service staff’s hard work has been paying off. Securus has been working hard to constantly evaluate and improve training for their customer service call center.
One of the biggest training changes is that staff are taught how to empathize with customer complaints and issues, and then take an active approach to solving the issues in the same phone call. De Hoyos stated that customer satisfaction and “first call” resolution rates are at their all time highest.
Securus Technologies are based in Dallas, Texas, but currently oversee safety and security for over 3400 public and corrections facilities and 1,200,000 inmates. Securus specializes in: emergency response, incident management, biometric analysis, information management, investigation, and inmate self service.
To read more about the Stevie Awards and to see the acceptance speech for the Securus’ Gold Stevie Award, please click here.