The winner of the 2017 Stevie Award for Best Customer Service Training Department was a surprise. Securus Technologies, a civil and criminal justice technology company, won that category in the 11th annual Stevie Award for Sales & Customer Service. I can’t say that I expected a company like Securus to win that award. It turns out, Securus takes customer service seriously, and how could they not take it seriously in the industry they are in?
Securus was one of more than 2,300 companies nominated for the award. The finalists were chosen by a panel of 77 professionals worldwide. The judges’ comments cited the difficulty of customer service in the industry that Securus serves and the marked improvement that it has shown in customer surveys.
Danny de Hoyos, who is Securus’s SVP of Operations, said that “[t]he training team recognized empathy for the customer’s situation and solving issues on the first call were the keys to improving the customer’s experience.” I’d say that strategy couldn’t go wrong.
It turns out that Securus Technologies is headquartered in Dallas, Texas and serves thousands of law enforcement and corrections facilities and over a million inmates. The company provides them with the technology services needed to help make the world safer.