After a battle of words over the quality of each respective company, Securus and Global Tel Link are now facing a possible “tech bake-off.” GTL has made claims that their technology is comparable, but Securus has rebutted that their company is better. They made a comparison of the technology used and service provided, and other metrics to prove their point. After back and forth, they’ve decided to settle this argument with an independent judge to determine which is the more quality corrections communication company.
According to Securus CEO Richard Smith, Securus has invested $700 million back into their company. This investment allowed for the development of better technology, products and services. Securus currently has the largest Voice Over Internet Protocol in the world. They have their own local based call center that provides domestic customer service. The performance rate of their call center is 600% better than GTL. So when GTL says they have comparable services and technology, Securus knows this isn’t true.
In contrast, GTL outsources a lot of their customer service duties. Customers have complained about the lack of support when trying to reach their call center. Their current product base is out of date. They outsource their field technicians to another company. Due to their shortcomings, they’ve lost customers to Securus. Over the last four years, according to the Securus CEO, GTL has lost at a ratio of $4 to $1. These facts are based on data collected by the Securus team.
In all, Securus has technology and service that beats their competition. This alone proves to be superior in the eyes of customers. An independent judge could give a final confirmation of this by evaluating the specifics of each company and rating them on their own merits. So far, GTL has not taken Securus up on the offer to a technology bake-off.