Securus Technologies and Televerde Partnership Case Study

This case study documents the partnership between Securus Technologies and Televerde aimed at improving customer service operations within Securus' contact center. Securus, facing high attrition rates and challenges in maintaining quality service, sought to enhance its customer experience through outsourcing. The selection criteria emphasized the need for a partner with strong capabilities in technology and customer service, which led to the collaboration with Televerde, known for employing formerly incarcerated individuals. The partnership focused on stabilizing the contact center, improving resource coverage, and raising service levels while reducing operational costs. Despite challenges posed by the COVID-19 pandemic, the partnership resulted in improved service levels and customer satisfaction, showcasing the effectiveness of integrating socially responsible practices within business operations. The case study highlights the innovative strategies employed to ensure continuity and quality of service during unprecedented circumstances.