If a company offers a competitor a challenge, and the competitor politely declines, there is nothing left for the competitor to do except to keep quiet about their supposed superiority. When Chief Executive Officer Rick Smith of Securus Technologies, offered competitor Global Tel Link (GTL) a challenge to have an independent judge determine which company has the most advanced inmate communication systems and which company offers superior customer service, GTL declined.
Securus Technologies operates its own domestic call center, while GTL outsources at least part of their customer service. GTL also outsources much of the work that Securus uses its trained field technicians to do. While outsourcing is not automatically an indication of inferior service, GTL could prove their customer service is equally as good as Securus’ by accepting the challenge. An unbiased third-party could judge call answer times and survey correctional facility customers to determine to gauge their satisfaction with the work done by technicians from each company.
As for a challenge based on technology, Securus clearly offers a greater number of innovative products, including inmate tablets apps, voice biometrics and parolee monitoring via satellite. In a comparison of product capabilities, Securus is clearly the winner. Smith isn’t expecting GTL to change their mind about accepting the challenge anytime soon.