All businesses strive to keep their customers happy. This can often be a more difficult task than it, at first, appears. Sometimes, a business has multiple customer groups that are often diametrically opposed to each other’s interests. Nowhere is this more the case than in the prison system, where companies, such as Securus Technologies, struggle to keep both sides of the business happy.
Arguably, the most important group of customers that Securus serves is the inmates themselves. Inmates typically are looking to make the cheapest possible phone calls with the highest possible quality. The main point of contention that inmates have with calling services is the amount of money they’re charged both for per minute charges as well as for fees associated with running the prison calling accounts. On both these points, Securus has proven itself to be a leader in the prison industry, giving inmates a fair shake at almost every institution where it does business. However, in some cases, Securus is being charged so much in commissions by the institution where it does business that it cannot pass a reasonable rate on to its customers. But these situations are relatively rare.
In fact, Securus is often able to pay up to 70 percent commission or more on all telephone revenues within the prisons where it does business back to the institutions themselves, making for an incredibly lucrative source of revenue for the facilities. This works out very nicely for Securus’ second most important group of customers: the prisons, their staff and the administrators. This group of customers is often more demanding than the inmates themselves, seeking a high degree of security as well as high percentage commission on all calling revenues.
Overall, Securus has done an admirable job of satisfying both of these disparate customer groups’ needs. By delivering a national average cost to inmates of just $0.15 per minute on outgoing calls, Securus has become the leading video visitation provider in the United States.