Global hotline telephony services are traditionally expensive and take time to roll out. And response times can be slow for reports made in less-common languages because of the lack of availability of interpreters.
As a result, companies struggle with:
- a massive spend on system maintenance – up to millions of dollars are spent to maintain the system – a cost which continuously increases without adding value
- constant risk of delayed follow-up – the delay in actions taken when a case comes from overseas means more exposure to risk
- a broken internal control system – employees are not encouraged to instantly report misconduct.
Communication channels and their forms are evolving
‘Text messages now outrank phone calls as the dominant form of communication.’ (2015, Forbes)
‘Most Americans would rather type it than say it, report says’ (2015, Chicago Tribune)
What an effective hotline reporting platform should be
- Simple and affordable to implement and maintain
- Easy to access from anywhere, anytime
- Promptly responsive and connected
- Communicated in local languages
- Configurable to company needs and policies
- Compliant to local jurisdictions’ regulations
- Integrated with a case management system