A Whistleblower Hotline Service, or Ethics Hotline Service, is a tool that companies will use to provide employees and other stakeholders with a secure place to report on unethical behaviour. Typically, a Whistleblower Hotline Service will comprise of a toll-free reporting hotline, as well as the ability for employees to use a web-based form to report their concerns.
Reports are immediately collected into a Case Management System where management can log in, view, manage, and investigate each concern. A Case Management System will also provide management and the whistleblower with the opportunity to anonymously communicate with each other, and this helps to build a culture of trust.
When your employees call into a whistleblower hotline, the experience they have during the call, and with the call centre agent, can play a big role in the quality of reports being submitted, as well as the trust the employee has in their employer.
For employees that rely on a human connection, anonymous hotline capabilities are critical to ensuring that the employee feels supported and nurtured when speaking up to report misconduct.
Global partners never have to dial more than one number to connect with the ethics hotline, no matter where in the world they are calling from.
Calls are made using a two-step dialing process where the caller must first dial a Direct Access code specific to the originating country followed then by the toll-free number to route to their hotline.
We believe in timely responsiveness, so callers never have to wait question their willingness to speak-up.
Hotline operators are often slower to respond to calls leaving callers, who are already anxious and scared about speaking up, uncertain about staying on the line.
Whether the call takes 10 minutes or 45 minutes, the contact centre agent’s primary focus is to engage with the reporter, create a rapport, and ensure they are provided a safe space to speak-up.
Operators are encouraged to be as quick as possible to get through calls and this can make employees feel like their concerns and feeling aren’t important.
There are no limits to your custom branded greeting, and this allows the company to better express its vision, mission, values and/or brand.
There is a maximum word count for your custom branded greeting. This limits the personalized branded greeting available.
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