3 Ways Whistleblower Hotline Agents are Audited for Quality

3 Ways Whistleblower Hotline Agents are Audited for Quality

Whistleblower hotline call quality audits ensure the best possible experience for your whistleblowing employees

It is important that an ethics hotline vendor perform call quality audit checks on their hotline call center. What call quality audit checks do is ensure that the call center agents remain consistent with how calls are taken, how callers are treated, and how the information is received.

There are a couple of key items that should be covered during coaching sessions to determine of the call center agents are updated in real-time with new information as it happens, relating to their jobs, and the technology they use, so they can provide the best service.

An agent should not be prevented in any way from conducting a professional and thorough call because they are unfamiliar with software or technology changes. It is important that agents get individual as well as group training sessions to ensure they deliver the best quality service.

Here are three key items that call center agents should be routinely audited and coached on to enable them to perform their jobs effectively and efficiently. 

  • Knowledge of the vendor's service

A hotline call center, and the agents on the phones, need to be familiar with the vendor's unique services. The calls that are taken at a whistleblower hotline can be strenuous, stressful, and very emotional. Fielding dozens of phone calls a day from whistleblowing callers means fielding dozens of reported case types as well.

Agents should have an understanding of not only the vendor's hotline questionnaire, but they also need to have an understanding of each client's specific hotline needs in order to be trusted to accurately input meaningful data collected from each caller.

Having the ability connect with each caller on an emotional level, while at the same time accurately direct the caller through the questionnaire, increases the likelihood of a positive experience for the caller, and their employer who is paying for the service.

  • Knowledge of call center telephony technology

Software and technology used at the call center level can evolve and change like any other software or technology over time. If a call center agent is unfamiliar with the telephony technology used, this can make the experience for the whistleblowing caller more stressful in an already stressful situation.

Like anyone using a technology or software for their jobs keeps up to date with changing features and benefits, so too should the call center agents be routinely trained on any changing elements to the telephony software they use. If during a call the agent is trying to figure out how to use their technology while a caller is on the line, this can distract from the quality of the rapport the agent and the caller will have. It will also increase the likelihood that the caller abandons the call altogether.

  • Adaptability

The very nature of being a call center agent taking whistleblowing calls from people with wide ranging emotional states, reporting on a variety of different types of concerns, means that agents need to be adaptable.

This means being able switch off from ending a particularly emotional call one minute, to engaging with a less emotionally distraught caller in the next call. It's crucial the call center agent does not bring any 'baggage' from one call into the next.

This is not easy to do as we all have genuine human emotions when we engage with each other. And as harsh as it may sound, the ability to 'shut off' from one call in order to move onto the next not only preserves any potential privacy breaches, but enables the call center agent to focus on that particular caller and ensure their needs are met. The ability to do this makes call center agents taking whistleblower complaints truly an important group of people. 

If employees see something they think is wrong, they need to be encouraged to speak up about it. Ensuring that their experience when they call into a whistleblower hotline is positive, productive, and makes them feel motivated and inspired by speaking up, their very action of doing so encourages other employees to do the same. This is one way a positive workplace culture is created and nurtured.

eBook: 10 Questions to Ask About a Global Ethics Hotline

photo Amanda Nieweler

Amanda Nieweler

Amanda writes for WhistleBlower Security about ethics, compliance, workplace culture, and whistleblower hotlines. Amanda brings her nearly two decades of risk and compliance experience to the WBS blog where she is dedicated to helping people and companies promote speak-up cultures.