24/7 Real Time Operator Assisted Inmate Prepaid Collect

24/7 Hour Customer Service

Trouble Help Desk

Support shall include but is not limited to any and all questions regarding the use of the I.C.E. system, kiosk system, debit cards, prepaid calling, operator services, I.C.E phones, use of web browser and / or Windows Operating System. In addition, NCIC staff is well trained and capable of answering any questions related to the all services outlined in this proposal.

All calls will be answered by a live operator 24 hours a day, 7 days a week!!

Facilities will be given a single 800 number for customer service. All and any questions will be handled by customer service and in no case will NCIC customer service refer facility to another company or contact to resolve any questions or issues. All customer questions and issues are handled 100% "in house" by NCIC.

Ticket Escalation

NCIC would become the facilities single source inmate telecom service provider. A NCIC dedicated customer service professional (Account Representative) would be assigned as a single point of contact to handle all matter involving inmate telecom services.

Inmate Telecom services shall include, but are not be limited to, issues regarding inmate phone service, kiosk systems, debit cards and prepaid calling, telephone maintenance, repairs, telephone and electrical wiring, local, long distance and international carriers' service, commissions, fraud prevention and resolution, customer service, installation, removals and remodels.

The Account Representative will coordinate all issues with the appropriate department within NCIC. Moreover the Account Representative will be responsible to ensure that all matters are resolved timely and resolution of issues promptly communicated with the facility.

As a full service telecom provider, we believe our ability to resolve all matters "in-house" is a unique quality that NCIC is able to offer.

Fully Automated Inmate Customer Service

Inmates report all issues with the phone or calls directly to our automated call reporting system. Trained operators monitor calls and messages 24 hours a day, 7 days a week to quickly identify the issues and remedy them in a timely fashion. This completely removes the need for you and your staff to field the phone problems sometimes experienced by inmates.

For valid call problems, inmates are provided a credit for a free call the same day they have reported the issue. They are also informed by secured voicemail of the fix the next time their personal pin number is entered into the I.C.E. System. All voicemail to inmates are scripted, preventing any unauthorized form of communication with inmates.

24/7 Real Time Operator Assisted Inmate Prepaid Collect

Cell phones, CLECs, cable phone providers and other phones that block collect calls account for 60 percent of inmate call attempts. Not only do these blocked calls hinder inmates' ability to communicate with family and friends, they have a direct impact on your potential revenue.

Our 24/7 Real Time Operator Assisted Inmate Prepaid Collect Payment System allows called parties to setup a prepaid collect account on the fly. The inmates is placed on hold and the family member is transferred to one of our 24 hour prepaid customer service representatives to setup a prepaid collect account using a major credit card, checking account or western union. Once a prepaid account is setup, our system connects the inmate with the called party.

Our program supports all call types (including International Collect) and can complete a call to every existing phone provider's network in the world. If the destination number is in service and the called party has a way with a major credit card, we can connect place the call real time.

How does it work?

Inmate dials a phone that is not available for traditional Collect Call Service.
Number is validated to see if the number has an account
If no account exist or the balance is low, the Inmate is placed on hold and the destination number is dialed out
Once the dialed number has answered, our automated system prompts for collect call acceptance.
If called party does accept the collect call, the person is informed that they most setup a prepaid collect account on a major Credit card to complete the call
If the called party agrees to setup a prepaid collect account, they are transferred to one of our 24/7 Prepaid Collect Operators.
Once a prepaid account is setup, the operator will transfer the called party to the inmate who was placed on hold.

Note: If the called party does not have a credit card at the time of the call, the customer representative will instructs the caller how they can purchase a prepaid credit card and tells them to call the number that came up on there caller ID at a later time.