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Securus Technologies - Corporate Escalations Team

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Company: Securus Technologies, Dallas, TX
Company Description: Securus Technologies is a leading provider of civil and criminal justice technology solutions for public safety, investigation, corrections and monitoring.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - Technology Industries

Nomination Title: Securus Technologies - Corporate Escalations Team

Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Headquartered in Dallas, Texas, and serving more than 3,450 public safety, law enforcement and corrections agencies and over 1,200,000 inmates across North America, Securus Technologies is committed to serve and connect by providing emergency response, incident management, public information, investigation, biometric analysis, communication, information management, inmate self-service, and monitoring products and services in order to make our world a safer place to live. Securus Technologies focuses on connecting what matters®.

The Securus Corporate Escalations Team is focused on preventing any type of escalation that occurs with our Family/Friends and Clients.

In January of 2015, knowing that it would take at least one year to implement changes and see impact of the changes, the Corporate Escalations Team took on the initiative to determine how Securus could improve the rating and reduce the number of complaints received via the Better Business Bureau. The overall rating for Securus sat at a C+ and the number of consumers who complained was 235.

The two main points of focus were determined on how the overall rating could be increased and complaint numbers could be reduced/prevented and to create a more positive customer experience.

In review of the BBB website it was determined that Securus needed to place focus on Billing/Collection Issues along with Problems with Product and Service. Securus also determined that response time to the BBB needed to be quicker and responses needed to provide more detail.

Securus implemented the policy of reaching out, via phone call, to every consumer who filed a complaint so a better understanding of their concern could be obtained. With this detail, Securus was able to implement several policy changes in regard to service issues with inmate phone calls, refunds, and the ability to escalate to a Supervisor. In addition, Securus also reduced the response time to the consumer and the BBB from 22 days to 12 days. Additionally, Securus implemented a policy into our Customer Service Department that if a Call Center agent is the cause of a BBB complaint, they are addressed and provided additional training to prevent future complaints.

The hard work in 2015 showed a definite impact as the overall number of complaints of 235 in 2015, reduced to an overall number of complaints of 113 in 2016. In addition to the positive changes made by Securus the overall rating for the BBB went from a C+ to an A+. The change in the policies and procedures and the proven reduction in complaints also allowed for Securus to become accredited through the BBB, meaning that the BBB has determined that Securus Technologies, Inc. meetsStandards of BBB Accreditation, which include a commitment to make a good faith effort to resolve any and every consumer complaint.

Continued review of the BBB complaints and feedback from consumers has allowed for additional changes and in 2017 Securus has reduced the number of complaints, as of October 2017, by another 50 percent. Securus is the largest company in this industry by revenue and customer count but has managed to improve its BBB complaint rate substantially compared to previous years and the competition.

Securus also monitors to determine the number of complaints received to the number of interactions that occur with our consumers on a monthly basis. The percentage continues to decrease.

% Escalations per Interaction - 2015 - 0.00140%, 2016 - 0.00020%, YTD 2017 - 0.00010%
Securus BBB Closed - 2015 - 234, 2016 - 116, YTD 2017 - 46
Competitor BBB Closed - 2015 - 133, 2016 - 194, YTD 2017 - 201

The Corporate Escalations Team values the feedback received from consumers. Hearing and understanding what Securus’ consumers have to say, allows Securus to make improvements in all areas of the organization. The Corporate Escalation Team will continue to place focus on the feedback and continue to prevent complaints and frustration from consumers. This team has helped Securus achieve the best customer satisfaction scores in our history with an 82 NPS, 4.5 CSAT out of 5.0.