News : Securus Technologies, Inc. Expands Call Center Staff by 25%
Dallas, April 2, 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 announced that it will expand its Call Center Associate staff by roughly 25%.
"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% more Call Center Associates (also known as employees) to provide for our growth and to also further improve service to some customer segments," said Danny de Hoyos, Vice President of Service and Technical Operations.
"We want to stay ahead of growth in our client base of prisons and jails and the inmate friends and family members that use our Call Center. We respond to 42 million contacts each year from friends and family members with inmate relationships, and want to provide best in class wait times, first call resolution, and call completion rates for the millions of customers that we serve – so in addition to state of the art technology used to support our customers we are also making a substantial investment in additional people – our people that we train to do the best job possible," said de Hoyos. "We serve our customers through live agents, our website, text messaging – and other methods – the methods that they want to use – all of those are important.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Continuous Improvement
About Securus Technologies, Inc.:
Securus Technologies installs and centrally manage state-of-the-art call management and communications systems for use by correctional facilities, and offer a variety of convenient payment products and services to inmates, and their friends and family members.
Published: Monday, April 7, 2014