There is company out there taking savage advantage of our most disadvantaged population — prisoners. This third-party company manages to wedge itself in between the government and the prisoners themselves. They do this by securing contracts to be the sole provider of telephone services to that particular prison facility. With no competition, they are free to charge whatever they like and they usually choose to jack up the prices to prohibitive rates. This company is called Global Tel-Link.
Global Tel-Link seems to be giving the whole industry a bad name. They have landed in the pages of Huffington Post, Vice, and the New York Times for their ridiculously skyhigh prices that adversely affect poor families. But not everybody in the industry is so heartless.
Securus Technologies also provides telephone services to prisons around the country. In fact, they service over 1.2 million inmates in the country at this very moment. But the company goes above and beyond what is required. They not only provide telephone services, they also give the inmates an opportunity to video chat with their family and via the Internet. And they are well-known for their customer service.
Despite being the second biggest telecommunications company in the criminal justice system, they run the largest customer service center in the industry. The 220 seat facility answers calls in an average of 11 seconds and resolves any issues on the first call 99.9% of the time. This is eye-opening especially when you consider that the call center takes “>2.5 million calls per month.
This is all given the company an A+ rating from the Better Business Bureau, but in March they also received accreditation from the BBB. Accreditation is the Better Business Bureau’s highest honor and is only given to companies that show integrity, trustworthiness, transparency, and a commitment to privacy.