Securus Customer Service Stabilization Case Study

This case study details how Securus stabilized its high-volume customer service operations amid a volatile labor market. Faced with significant challenges such as high attrition rates exceeding 100%, a rigid operating model requiring over 300 agents, and call abandonment rates of 27% or higher, Securus struggled to maintain consistent service quality. The company sought a solution that could absorb volume fluctuations without compromising service. Televerde provided a scalable customer service operation designed for stability and responsiveness. Key capabilities included SLA-driven leadership, real-time routing, and a flexible operating model. The results were notable, with a 93% reduction in customer wait times, an 81% decrease in abandoned calls, and a significant increase in customer satisfaction scores from 2.7 to 4.5. Additionally, staffing levels were reduced by nearly 50%, demonstrating that operational stability can be achieved through effective workforce design and accountability.