How Securus Transformed Customer Service Without Compromising Empathy
Restoring customer access, trust, and consistency
The Challenge
For Securus Technologies, customer care is inseparable from its mission. Serving incarcerated individuals and their families means every interaction carries urgency, emotional weight, and real consequence. These are not routine service calls. They are moments that directly impact connection, trust, and peace of mind.
As demand increased and expectations rose, delivering consistently on that mission became more complex. During periods of elevated volume, customer access to live support deteriorated. Calls went unanswered. Wait times stretched beyond 30 minutes. In moments when reassurance mattered most, access to a real person became unreliable.
The impact on the customer experience was measurable and growing:
- Unanswered calls exceeded 27%, limiting access to live support
- CSAT declined to 2.7 out of 5, signaling rising dissatisfaction
- Service levels dropped as low as 53% during peak demand
- Emotionally charged interactions amplified the impact of delays and inconsistency
Customer service leadership recognized that access to a live agent was not just an operational metric. It was a core experience promise.
Key Results
81%
Call abandonment reduction
3.5M
Customer calls supported
2.7 – 4.5
CSAT increase
65% – 90%
QA score improvement
The Objective
This was not about outsourcig customer service. It was about protecting it.
The Solution
Securus partnered with Televerde to design a scalable, SLA-driven customer care program focused on customer access, experience quality, and emotional intelligence.
The program included:
High-volume inbound call support across critical services- Brand-aligned agent training and quality standards
- Flexible capacity to meet unpredictable demand
- Continuous experience monitoring through CSAT feedback
Televerde agents operated as a true extension of Securus, measured against the same experience standards and brand expectations. Customers experienced continuity, not handoffs.
The Results
The partnership delivered meaningful improvements across the metrics that matter most to customer experience:
81% reduction in call abandonment, from 27% to under 5%
-
Wait times reduced, from over 30 minutes to under 2 minutes
-
3.5 million customer calls supported in 2022 , with improvements sustained through high-volume periods
-
CSAT increased from 2.7 to 4.5, based on insights from more than 5,000 surveys
-
QA scores improved from ~65% to 90%, reflecting stronger consistency and performance
For customers, this translated into something simple but powerful: faster access to a real person, fewer repeat attempts, and renewed confidence that help would be there when needed.
Why It Matters
Securus proved that access, empathy, and scale are not tradeoffs. With the right operating model and partner, customer care can protect trust even under intense volume and emotional pressure. By restoring reliability behind the scenes, Securus ensured customers never had to question whether support would be there when it mattered most.