“Telmate's technology is superior, but it's the people behind the scenes that make all the difference.”
—Seargent Jason Valdez, Yellowstone County Jail, MT
Telmate Customer Care is our inmate, friends and family customer service. We offer live 24/7/365, bilingual, domestic phone support for friends and family, and custom support features for inmates. Our friendly and dedicated customer care team pride themselves on providing answers to questions, resolving issues, and explaining how to make deposits, schedule visits, and set up accounts on GettingOut.
All friends and family inquiries are handled in real-time by live customer service representatives.
For inmates, Telmate provides a secured voicemail system that allows them to report issues directly to customer service. Telmate representatives monitor all inmate voicemail requests and issues are resolved the same day they are reported, often within minutes of the voicemail message.
Inmates are instantly and automatically notified with a voicemail each time a deposit is made to their account. Inmates are also notified by voicemail when their prepaid account balances dip below a predefined threshold.
For all valid inmate complaints, Telmate issues a credit for a free call to inmates or friends and family the same day they are reported.
The last thing your busy staff has time for are technical issues coming from inmates and friends and family. Our Customer Care team is on call, all the time to handle these items so you don’t have to be.
Our experienced Customer Care team means that inmates and their friends and family are connected with someone who knows the system and can personally provide answers to questions. Facility staff should focus on security and control, not on questions about our platform.
Our mission is to provide the most reliable inmate communications platform to increase connections between inmates and their friends and family. Our industry-leading Customer Care team provides answers to questions and helps explain how our system works, so more connections and communications are possible.