Whistleblower Hotline: Keeping Employees on the Line

Whistleblower Hotline: Keeping Employees on the Line

If you are currently employing the services of third party ethics hotline provider, have you ever actually thought about what the experience is like for your reporting employees?

For many employees, it's a terrifying prospect to come forward to report wrongdoing in the workplace. What can hold an employee back from taking that courageous step to speak up is fear of not being anonymous, and fear of retaliation.

The last thing that should hinder an employee's experience and ability to report their concern efficiently is uncertainty over the call center's abilities to quickly answer the call.

One reason many employees don't end up reporting their concern is because when they call into a vendor's hotline, it takes too long to connect with an agent.

How often are callers hanging up before even speaking to an agent?

People tend to get impatient when they have to wait. Therefore, the speed of answering a call from a whistleblower is important to ensure the employee is talking to a professional agent sooner rather than later.

However, equally important is keeping the caller on the line once connected. If a caller does feel like they need to abandon the call for whatever reason, they take with them valuable information the organization just might need to know about.

This is why it's crucial to make the ethics reporting experience seamless.

A call abandon rate is a statistic that hotline vendors have access to and keep track of. It’s virtually impossible to have 100 percent of callers complete their full call and submit their concern. It is important to understand how many calls are abandoned on average. Part of what makes each call successful is how long a caller is able to talk to an agent without feeling like they are made to hurry up and finish.

Ethics hotline call center agents are passionate about ensuring each caller has a unique, efficient, and successful experience when blowing the whistle.

No judgement of the caller's emotional state

The call center agent plays a very crucial role in the whistleblowing process. Their interaction with the caller can determine if future whistleblowers come forward. Their ability to communicate and respond to the whistleblower helps promote the program. And their ability to direct and guide the caller in delivering their whistleblower report ensures the company has quality information to investigate.

And a good call center agent will keep the caller on the line for as long as it takes to complete a thorough report. This should be a priority. There will be cases where callers will decide to abandon their call for reasons only they know. The call center the vendor uses should make it their priority to ensure that each caller is treated with the utmost respect and are made to feel their time, and reason for calling, is important.

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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.