You probably haven’t thought a lot about our criminal justice system. You likely have this idea that the government runs every prison and that each person inside the prison is employed by the government. This could not be farther from the truth. In fact, the government dishes out exclusive contracts to private third-party companies in order to service the prisons. This could not be more evident than the telephone services that go in and out of every facility.
The government awards contracts to telecommunications companies in order to be the exclusive provider of telephone services inside each prison facility in each state. Once the contract is awarded, that company has sole possession of all the customers within the prison, i.e. the prisoners.
Some companies use this position of power in order to enrich themselves at the expense of customer service. Global Tel-Link, for example, has been known to charge well over one dollar per minute for a telephone call. This can run the average family $300 per week just to talk to somebody inside of a prison that they service.
But it is not all doom and gloom for the criminal justice industry.There is a company called Securus Technologies that is well known for its stellar customer service. In fact, they invest a lot of money into customer service. They run a 220-seat customer service call center that is capable of fielding 2.5 million calls per month with an average of an 11-second pick up time. They even resolve every concern on the first call with a 99.9% success rate.
The company has long had an A+ rating from the Better Business Bureau but they have recently gone out of their way to get accredited by the BBB. In March, the BBB awarded Securus Technologies accreditation, their highest honor. Watch this video on Youtube.