evercom /securus/ cbs Informative - this will help you
CANADA, ALABAMA -- ok i work for cbs/securus. i know all of the complaints that every one has about our company so here is somethings that will help you:
1)this is the biggest problem at are end. if you are calling in screaming and yelling and not letting us help you, you will get nothing out of the call. you call in and are calm things go much quicker. trust me.
2)when we ask for your info just give it to us. really, we aren't going to take your info and use it for any reason other the SECURITY INFO.
3)we have a very long lists of company polices. we give what we can. so if something is missed just ask for the website (correctionalbillingservices.com or evercom.net)there everything and anything about is explained.
4)as much as everyone wants to be billed through the phone company, not everyone can. even though the idea is nice but out of the two options it's not all that great. but if you want less hassle and not have to call all the time, go on the prepay option. as long as there is money on your account your line is clear, plain and simple. no calling your phone company all the time, the phone company can't block your line and it goes on and on.
5)this is the most important thing to know: we have merged with another company called t-netix. if you were with them or now just recieving calls from them for the first time, the wait periods and systems are completely different. so don't flip out when you have to go to another number or tell you that you needs a special account. just say thanks and call back in three days.
6)BE NICE TO THE REP! i can't tell you people how often someone calls in and just after we open the call people will rip us a new one. if your line is block just tell us it's blocked and we'll HELP you. don't give us crap or a life story. get to the point of the matter and 9 out of 10 times we can fix it. if not we'll send somthing off to get it fix. i can understand that you maybe pissed or some major life thing happened and you need to talk to them. we can't do everything thing and please, PLEASE don't think that telling us that a)a family member has pasted away, b)you or someone in the family has cancer or some other major health problem or c)you are having the child of the inmate that we will open the line.screaming at us won't make us change or minds. but think about this if we take anywhere from 12-20 calls per hour (yes it is that many) and 7 out of 10 calls are people screaming, we get under a lot of stress. just say thank you, it does make are day.
really in closing i want to say that we are human just like you. no matter what you say to us we understand. as much as we would like to let all of our customers get the calls sometimes we can't, and we say you should do something do it. we aren't the bad guys believe it or not. we just want to help you BUT you have to let us help you.
please just remember that, thanks