Behind the Scenes: Customer Service for Prison Services
Behind the Scenes: Customer Service for Prison Services
Many users of prison services often ask, “Where are my calls answered when I contact customer service?” A common clue lies in the accents of the agents—often distinctly Latin. To uncover the reality behind these operations, Victor Lopez, a former call center employee in Mexico City, shared his journey and experiences in the industry.
From the U.S. to Mexico: A New Opportunity
Victor Lopez spent 18 years working as a drywall installer in the United States before being deported due to his undocumented status. Returning to Mexico, he found the local job market challenging, with wages falling far below his financial needs. His fortunes shifted when he discovered bilingual job listings on Indeed, offering positions as call center agents for major corporations like Amazon, AT&T, DHL, and others.
Despite his initial skepticism about the legitimacy of these postings, Victor decided to apply. A friendly voice on the other end of the line scheduled an appointment at a recruitment office in Mexico City. Upon arrival, he was taken aback by the size of the building and the bustling environment. “For a moment, it felt like I was back in the U.S.,” Victor recalled, observing the young, English-speaking workforce.
After passing a grammar test and an interview, Victor learned that his new role would involve providing customer service for U.S. corporations offering correctional services to prisons. This revelation was eye-opening for him. “I never imagined that so many prisons and their services were privately operated,” he said.
Inside the Call Center: Challenges and Realities
Training for the position introduced employees to companies like Global Tel Link and GettingOut, now managed by ViaPath Technologies. Agents were equipped with detailed scripts to address common questions, but the job came with significant challenges.
The workspace was cramped and far from what one might envision as a professional office. Rows of computers filled the room, with agents’ voices blending into a constant hum. Equipment was outdated, with missing keyboard keys and unstable chairs that sometimes caused mishaps.
Strict policies further complicated the job. Agents were required to follow rigid protocols and meet metrics such as call handling time and punctuality. These policies often led to stressful working conditions, as failing to meet metrics resulted in reduced salaries. The emphasis on efficiency left little room for genuine customer service, frustrating users and agents alike. “Most of the time, users would get upset and insult us because we came across as overly curt and dismissive,” Victor explained.
The Bigger Picture: Monopoly and Profit
Victor’s curiosity about the industry led him to uncover troubling truths. Users of prison services have no choice in providers, as correctional facilities operate within legally sanctioned monopolies. Further investigation revealed that some U.S. congressmembers hold shares in these corporations, highlighting the lucrative nature of the prison industry.
The outsourcing of customer service to countries like Mexico is driven by two key factors. First, such jobs are often unappealing to American workers. Second, the wages paid in Mexico are significantly lower. For instance, call center agents in Mexico earn around 80 pesos per hour (approximately $4 USD), with overtime and holiday pay at the same rate. While this wage might seem reasonable within the Mexican economy, it underscores the cost-saving motivations of corporations.
Room for Improvement
Despite the challenges, Victor believes there is potential for positive change. “There is significant room for improvement in both customer service for prison-related services and working conditions for call center agents,” he stated. With the industry generating billions of dollars annually, fostering a win-win situation for corporations and workers is not only possible but necessary.
