Securus Technologies has gotten a Gold Stevie Award for customer service. During an awards ceremony that took place in the Caesar’s palace hotel in Las, Vegas Nevada, judges proclaimed Securus Technologies as being the winner for the best customer service training department for 2017. Senior vice president of operations at Securus Technologies, Danny de Hoyos was present at the Stevie Awards ceremony that took place on February 24 to accept the award on behalf of Securus Technologies. Mr. de Hoyos joined over 650 other company executives who traveled to the awards ceremony and banquet in Las Vegas, Nevada.
While accepting the award on behalf of Securus, Danny de Hoyos remarked that it was great to be honored by a panel of independent judges and experts for the great progress that Securus Technologies has made over the course of a year in its customer service department. He went on to say that showing empathy for the customer’s situation and trying to resolve issues during the first call were the keys improving customer satisfaction at Securus. Then de Hoyos said that, knowing this, we made our customer service training department focus on training our customer service staff to develop empathy to our clients, listen carefully to their needs and work to resolve any issues they are experiencing during an often stressful period. The results have of the new approach and training have been fantastic and have paid off. Securus Technologies now has the highest customer satisfaction, first call resolution and net promoter scores in its customer service history.
The following is some of the judge’s comments on Securus Technologies who rated the company as having one of the best customer service training departments. One judge said that Securus has a very compelling improvement story in what has to be a tough workplace environment for customer service staff. Another judge gave credit to Securus staff for recognizing the problem and then doing all they can to address the issues to provide customers with unbeatable customer service in an often stressful situation.
Securus Technologies has been in the industry for 30 years where they have been giving phone and communication services to the incarcerated in North America. Their services include monitoring of products and services, communication, biometric analysis, providing information to the public as well as responding in the quickest ways possible to the emergencies. Securus has around 800 products on the market. A sales team of around 100 workers who under the leadership of John Bell work together in using the high technology available to deliver services/products in the correctional facilities. This is according to Financial Times.
Securus Technologies offer a video visitation service that allows the inmates to video chat with their loved ones. The video visitation is either on-site where a person schedules a visit on an earlier date at his/her convenient time. The at-home visits happen at the comfort of your home with an internet connection and a computer/PC with a webcam as the only requirement. Apple and Android Smartphone too are used to facilitate communication. At-home visits are easier since there is no travel required and there are no limited visitation times. Additionally, the inmate can take part in the activities taking place in their loved one’s environment at the date of the call. However, the person will have to create a Securus online account. For more information on this, visit here.
Children and spouses can hold parties and concerts to celebrate an incarcerated loved one and involve them in the activity through a video chat. There is a lot of emotion involved in this, and the inmates more often than not feel overwhelmed by the gesture. There is a lift to their spirits knowing that there are people that care about them. Video visitations have given the parents a chance to appreciate their children talents, at the same time the kids earn the recognition from a significant person in their lives. A concert in your honor is one thing that would melt everyone’s heart, and when it is a dedication to an inmate, it can do wonders. A concert video on gives an example of such situations.
Studies have shown that video visitations from loved ones play a vital role in ensuring in incarcerated person does not commit any other crime. The reason behind this may be their involvement in their loved one’s lives and the appreciation that they get from time to time. Securus Technologies have realized this through their Video visitation services.
Securus Video Visitation – Concert from Securus Technologies on Vimeo.