I’ve heard all these horror stories when it comes to calling an incarcerated individual. Government contracts award telecommunications services to particular companies to form monopolies. When you call an inmate, you have no choice but to use the prison’s chosen telecommunications company.
This makes for all sorts of problems for most people because 80% of the industry is lorded over by Global Tel Link. The company even sounds like it has an evil name. Global Tel Link is run by shareholders looking to maximize profits. It doesn’t care about the human impact of their decisions and it shows. They’ve recently been in hot water because they were caught charging $17 for a 15-minute phone call. They’ve also been sued over hidden fees that can all add up to hundreds of dollars.
But I got lucky. My sister is incarcerated in a prison that is run by Securus Technologies. This company has been really easy to deal with. Phone calls are pricey but they are reasonable. The phone call quality is also very high. None of my calls have dropped and there are no hidden fees. All the complaints I’ve heard about Global Tel Link just aren’t there with Securus.
Securus even runs the biggest customer service call center in the industry. It can handle more than 2 million calls per month. Most calls are answered within 10 seconds and most problems are resolved on the first call. It’s all backed up by accreditation by the Better Business Bureau. The company even carries an A+ rating with the BBB.
They even have this software that makes me feel like my sister’s in good hands. All the phone calls made into the prison are recorded and saved for law enforcement. The software can search the recordings for a single person’s voice or a phrase to help law enforcement prevent crimes.