I have a cousin in prison. He’s been bounced around a few prisons over the last few months so calling him has been a nightmare. Most of the prisons that he has been in have been serviced by a telephone company called Global Tel-Link. They have been the worst. Their calls are terrible, like a bad connection over the internet, and the calls often drop.
But he has recently been put into a jail serviced by a different telecommunications company and it’s made all the difference. I can actually even video chat with him now which is awesome. And the crazy thing is that I had to pay a cancellation fee to Global Tel-Link when I closed my account with them. Good riddance.
But talking to my cuz through Securus is a massive upgrade. Setting up an account with them was super easy. I just went to their website and setup an account online. I can even schedule our video chats through the online account. And when I had some questions, their customer service was incredible.
I was so impressed that I went looking the company up on the internet. Turns out that they recently built this massive customer service call center that has 220 seats. They answer calls in an average of 11 seconds and most complaints are solved on the first call, like 99.9% of the time. And it is this customer service that has earned them an A+ rating from the Better Business Bureau.
The BBB also accredits companies but the company has to volunteer and pay for the inspection. Turns out that Securus went through this process and was accredited in March. I wish Global Tel-Link would go through something like this. It might actually change them for the better. They should follow Securus’s awesome lead.