Studies continue to show that when you allow prisoners to freely communicate with their loved ones, they are much less likely to commit another crime when released. The rate at which prisoners re-offend after being released is called the recidivism rate. It should be the goal of everyone working in the criminal justice industry to reduce recidivism.
But you may not know that private companies are allowed to run parts of public prisons. Take the telephones hanging on the wall. Those phones are services by third party telecommunications companies. These companies secure exclusive contracts to service those telephones which excludes any competition. And with a customer base literally locked up, that could potentially allow a company to abuse its position of power.
But that is not the case with a telecommunications company called Securus. Securus Technologies is one of the largest providers of telecommunications services to the criminal justice industry throughout the country. In fact, the company services some 1.2 million inmates in nearly all 50 states.
So it should make you feel good that the better Business Bureau recently gave Securus an A+ for customer satisfaction. The prison telephone company has expanded its customer services through a 220-seat call center. The call center is amazingly productive, answering calls within 11 seconds on average and resolving any issues on the first call over 99% of the time.
Securus has even gone through the pain of getting accredited by the BBB. The BBB continually monitors companies that volunteer and pay for the privilege of accreditation. They score the company on honesty, trustworthiness, transparency, a commitment to privacy and integrity. Securus scored high marks in each category and has received the honor. I believe that more companies should behave like Securus by treating people, even prisoners, with the utmost respect and dignity.