GTL´s reputation for responsiveness is founded on the company´s personal feeling of concern for its customers and their problems. GTL Customer Service values its personal tie to each facility by a dedicated technician who has ultimate responsibility for the satisfaction of that customer.

We work at developing a close relationship to assure that our customers know their technical support representative on a first name basis. Our support staff monitors each facility on a continuous basis and often knows of problems before they appear to the customer. Our competitors define responsiveness as reacting to customer complaints.

PERSONAL SERVICE - Each customer has an assigned technician to answer questions, assist users, pinpoint problems and resolve issues. Your satisfaction is your technician´s prime concern. Knowing your technician´s face and name gives you the confidence that someone at GTL knows your needs and is working to meet or exceed them.

VIGILANT DIAGNOSTICS - GTL´s LazerPhone® is the only inmate system that is installed on a national Wide Area Network (WAN) at every location, with a service team at the hub of the WAN. Through this WAN connectivity, your location is continuously monitored. Failures of any inmate telephone, line or component can be detected. This is just one example of our comprehensive diagnostic capability!

METHODICAL REVIEWS - Through GTL´s exclusive WAN configuration, completed calls and attempts are immediately downloaded to a central database. From this database, continual analyses are performed on incomplete as well as complete calls. To ensure expected call completion and revenue performance, malfunctions trigger an alarm on a technical service monitor and are addressed before you are aware of the failure.

CUSTOMER CONSCIOUS - Each quarter of the year, GTL surveys all customers for a service rating. Periodic on-site service reviews are performed at selected facilities. Review topics include overall system performance and reliability, service issues since the last visit and your facility´s revenue trends. The annual site review is also our opportunity to listen to your ideas for improvement. Many of our design features come from these meetings.

ARMED TO RESPOND - Every incident, whether it is discovered through continuous diagnostics or reported by a customer, results in a work ticket that requires immediate attention by your personal service technician or the appropriate team within GTL. Tickets are meticulously tracked by a very sophisticated customer relationship program (CRM), which eliminates unattended problems. Management attention to punctual problem resolution is a high priority.