Customers will no longer struggle to know which company between Securus Technologies and Global Tel Link (GTL) is the best. This comes after Securus Technologies tossed a challenge to its main competitor GTL to have the two companies evaluated by an independent judge. The judge will then make a decision to prove, which company is the best. Both companies will be evaluated in terms of product sets, customer service models, capital and expense platform, and calling platforms. Chief Executive Officer at Securus Technologies Richard A. Smith has indicated it is not fair to compare the two companies. He believes Securus has made a huge investment of over $700 million yet GTL has only invested a small fraction.
I believe the two companies have customers who are disturbed. However, once the decision is made, they will not be in a dilemma anymore. I am a client of Securus and I believe after the historic ruling, more customers will join Securus. Over the years, I have seen Securus acquiring companies, investing heavily in technology and building a state-of-the-art technology to improve customer care. However, I will have to be in the wait-and-see mood to see how the challenge will go about and if GTL will accept to be humiliated in public.
Comparing Securus and GTL
The customer service at Securus is just awesome. Every time I call in, I find someone who is friendly and ready to answer. However, previously GTL has indicated it outsources its customer service. Securus has a team of professionals who serve as field technicians. On the other hand, GTL contracts people who are poorly informed and have no interest in the customer satisfaction. I believe this is the reason why I never feel like leaving Securus. I, therefore, support Smith when he says some customers who shifted from GTL to Securus said Securus is better. Smith has thus challenged GTL to take the challenge bake off.