AlertLine^® Phone-Based Employee Hotline Solutions

Develop a culture of integrity—without being in the phone business

Global Compliance has invested in a world-class phone hotline solution that enables clients to customize virtually any aspect of the service and is backed by our best-in-class Contact Center, which features highly-trained experts to field your employees’ submissions professionally and efficiently.

Phone hotline options include:

• Custom Calling Programs: Global Compliance designs and implements Custom Calling Programs that feature proprietary toll-free lines, prompts, greetings and routing to accommodate clients who publish multiple phone numbers as well as clients who publish a single number for multiple programs.  
• International Toll Free Service (ITFS): The easiest way for employees outside of the United States, U.S. territories or Canada to reach your Global Compliance ethics hotline toll-free.  Individual ITFS lines are set up on a per-country basis, and many countries around the world currently have ITFS availability.  Global Compliance provides in-language greetings and prompts in more than 150 languages. Note: International Toll-Free Service (ITFS) is utilized in all countries where available.
• Global Inbound Service (GIS): GIS enables toll-free calls from one specific country of origin to the Global Compliance Contact Center. As with ITFS, the caller dials a domestic toll-free number that links to a U.S. toll-free number for delivery to your Global Compliance employee hotline.  Typically, GIS lines support calls placed from mobile phones in more countries than ITFS.
• Direct Access (DA): Recommended when ITFS is not available in a particular country.  A caller using Direct Access to reach a toll-free number in the U.S. first dials a Direct Access Number.  Each participating country has its own Access Number.  After the caller dials the Access Number, they hear a tone, and then dial the toll-free hotline number.

Seamless, cost-effective support from highly trained experts

To support clients who desire or need a third party to handle phone-based submissions, Global Compliance offers a state-of-the-art Contact Center staffed by skilled professionals who support our clients' ethics hotline programs.  Our Contact Center incorporates Computer Telephony Integration (CTI) technology to maximize call processing efficiency and operates 24 x 7, backed by our company-owned and -operated Data Centers.  The Global Compliance Contact Center processes hundreds of thousands of reporting hotline calls per year.

 

Global Compliance continually monitors all aspects of our Contact Center operations and forecasts call volume to ensure an appropriate caller experience.  As call volume increases, our skilled team is adjusted accordingly to meet or exceed the required service levels.

Our Contact Center staff includes highly-skilled, college-educated Communication Specialists, plus a number of experienced Team leads, Training Specialists and Managers with an average tenure of nearly five years.  In addition, emphasis is placed on the honesty and professionalism of all job candidates, and pre-hire background checks and drug screenings are performed in every case. 

All of our Contact Center staff are direct employees of Global Compliance and are dedicated solely to the intake of ethics and compliance hotline reports.  As part of our privacy policy, all employees are required to sign confidentiality agreements. Our Contact Center employees are also required to sign an additional, more detailed confidentiality agreement. In addition, due to our work with the Federal Government, many of our employees have "For Official Use Only" (FOUO) clearance, which encompasses "Sensitive but Unclassified Information".

Global Compliance employs full-time Training Specialists dedicated to providing ongoing training for employees in the Contact Center specific to procedures, current issues and individual skill development.  Overall training includes identification of workplace issues affecting callers, interviewing techniques, accurate report writing, assignment of call priority levels and diversity and sensitivity training.  A high degree of emphasis is also placed on legal and ethical issues concerning the critical and confidential nature of the work being performed and the information being gathered.

Our call intake and report dissemination process goes through Global Compliance’s quality assurance process.  Our Contact Center team leads conduct live call monitoring while also providing real-time feedback and detailed report inspection.

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