HELPLINE
Intuitive Helpline &
Case Management
A frictionless compliance hotline that reduces barriers for reporters and a case manager that streamlines the investigation process.
HELPLINE
A Compliance Hotline Designed for the Reporter
Becoming a whistleblower is not a comfortable process. Reduce the levels of stress by removing barriers and guiding your employees through their report. This will in-turn decrease the likelihood of dropped-off reports and instill confidence in the reporter that their voice is being heard.
HOTLINE INTAKE
Modernize Your Employee Speak-up Channels
Our human centric intake enables easy employee reporting and efficient case management. Powered by a simple end-user experience, Convercent’s compliance hotline removes barriers and allows reporters to tell their story, not fill out forms.
By putting the reporter first, Our customers tend to close cases faster with no negative impact to substantiation rates.
COMPLIANCE HOTLINE INTAKE CHANNELS
Multiple Ways to Submit a Report
With Convercent, you will feel the intentional focus placed on our intake channels to reduce emotional and functional barriers to optimize and humanize the reporter experience.
Telephone
Convercent maintains a national and international toll-free telephone service that utilizes multiple technologies and providers. Our call center is easy to reach in your native language from anywhere in the world at any time.
Web
The web interface for issue intake is based on modern technology with a clean, intuitive and seamless user experience. This integrated approach ensures there are no discrepancies between issues reported through
different channels.
Mobile Texting (SMS)
SMS intake doesn’t just increase accessibility, it also streamlines follow-up for reporters. After submitting their story, reporters receive a case number, which they can use to log in and see the progress of the investigation.
Open-Door / Proxy
When reporters share their concerns directly with people in the organization, those encounters are easily entered by proxy into the same compliance hotline case management system for investigation consistency and reporting.
CALL CENTER
Best-in-class Telephony with Real-time Translations
Convercent offers an optimal compliance hotline experience for reporters, with consistently high satisfaction for call center agents, as well as true reliability and speed as a result of established best practices for automated phone line testing and simple, one-step dialing.
Furthermore, we understand you are a global company with employees of various backgrounds and languages. That is why when it comes to translations, our call centers are equipped for handling over 300 languages, while web intake can translate 54 different languages. In our experience, the ability to translate in real-time is an absolutely critical part of a company’s intake process.
Are you thinking about switching your compliance hotline provider?
Switching compliance hotlines shouldn’t be a scary process. At Convercent we migrate many companies off their existing compliance hotlines with no latency each month. Download our Helpline Brochure to learn more about our whistleblower hotline solution, and if you have questions about switching, click here to see Helpline in action and we will answer any questions you may have.
CASE MANAGEMENT
Manage, Investigate, and Close Cases 48% Faster then Industry Average
Ethics & Compliance teams close cases in an average of 23 days when using the Convercent Case Manager.
Truly Centralized Case Management Software
Convercent’s Case Management system is built so that users who access the system, no matter how frequently or infrequently, will experience little friction and have a clear understanding of how to best utilize it.
By centralizing all aspects of a reported case, this system will bring the highest levels of optimization, efficiency, and collaboration to your ethics and compliance team.
Communication Builds Confidence
When someone takes the time to put in a case and there is a failure to follow up, it can seem like the reporter went unseen or unheard, which is the last thing your department and your organization wants for its employees.
With Convercent’s “opt-in email alerts” reporters, whether they choose to submit anonymously or not, are notified when an investigator has started the process. Additionally, individuals within your investigations or compliance teams will have access to our built-in compliance hotline messaging tool, allowing direct communication with the reporting party.
Compliance is a
Multi-Department Effort
A common misconception is that compliance users handle the entire intake and case management system all on their own; however, best practice is to engage other departments like HR, ultimately increasing user adoption and driving broadened data and analytics capabilities.
With Convercent Case Manager, customers can add as many Admin Users as an organization demands, at no charge. Custom permissions allows the Admin with “the keys to the castle” to restrict access for certain Admin Users to ensure access to sensitive information outside their responsibility is blocked.
One Report, Multiple Allegations
Compliance incident reports are rarely simple and straightforward—they often involve multiple parties and multiple types of allegations. With Convercent, understanding the nuances and complexity of many incident reports has now become easy.
We have made the intentional decision to allow for unlimited multiple allegations to be attached to one case. Each allegation can be managed to closure by tracking substantiation, action taken and key findings involving a variety of involved parties, including subject, witnesses and reporting parties.
Streamline Investigations with Open Tasks
When organizations have multiple people monitoring and investigating a case, investigations can become disorganized and even chaotic. Streamline the process with Convercent’s Case Manager, by assigning specific tasks to each investigator and then tracking the progress of each task.
Tasks can also help you build a more robust retaliation monitoring program. Set a task for 90-120 days in the future that requires investigators to check in with the reporter and see if they have experienced any retaliation.
Truly Centralized Case Management Software
Convercent’s Case Management system is built so that users who access the system, no matter how frequently or infrequently, will experience little friction and have a clear understanding how to best utilize it.
By centralizing all aspects of a reported case, this system will bring the highest levels of optimization, efficiency, and collaboration to your ethics and compliance team.
Communication Builds Confidence
When someone takes the time to put in a case and there is a failure to follow up, it can seem like the reporter went unseen or unheard, which is the last thing your department and your organization wants for its employees.
With Convercent’s “opt-in email alerts” reporters, whether they choose to submit anonymously or not, are notified when an investigator has started the process. Additionally, individuals within your investigations or compliance teams will have access to our built-in compliance hotline messaging tool, allowing direct communication with the reporting party.
Compliance is a Multi-Department Effort
A common misconception is that compliance users handle the entire intake and case management system all on their own; however, best practice is to engage other departments like HR, ultimately increasing user adoption and driving broadened data and analytics capabilities.
With Convercent Case Manager, customers can add as many Admin Users as an organization demands, at no charge. Custom permissions allows the Admin with “the keys to the castle” to restrict access for certain Admin Users to ensure access to sensitive information outside their responsibility is blocked.
One Report, Multiple Allegations
Compliance incident reports are rarely simple and straightforward—they often involve multiple parties and multiple types of allegations. With Convercent, understanding the nuances and complexity of many incident reports has now become easy.
We have made the intentional decision to allow for unlimited multiple allegations to be attached to one case. Each allegation can be managed to closure by tracking substantiation, action taken and key findings involving a variety of involved parties, including subject, witnesses and reporting parties.
Streamline Investigations with Open Tasks
When organizations have multiple people monitoring and investigating a case, investigations can become disorganized and even chaotic. Streamline the process with Convercent’s Case Manager, by assigning specific tasks to each investigator and then tracking the progress of each task.
Tasks can also help you build a more robust retaliation monitoring program. Set a task for 90-120 days in the future that requires investigators to check in with the reporter and see if they have experienced any retaliation.
SIMPLE REPORTING
Standardize Your Compliance Hotline Data & Reporting
Convercent’s Helpline and Case Management tool is packaged with a number of basic out-of-the-box reports that will help you consistently report to your peers around key compliance hotline metrics.
These reports include:
- Cases By Anonymity
- Cases By Department
- Cases By Location
- Cases By Intake Method
INSIGHTS
Use Data to Move Compliance from Reactive, to more Predictive and Prescriptive
By combining your compliance hotline with our Insights analytics tool, you will unlock actionable insights into your ethics & compliance program. You will no longer be asking “What has happened?” (reactive), but instead “What could happen?” (predictive) and “What should we do?” (prescriptive).
DATA ANALYTICS
Real-time Insights, Benchmarking, and more
Convercent Insights helps professionals to reduce time spent preparing board reports from weeks to minutes because they’re armed with compelling visualizations that track their program effectiveness. E&C professionals can now lead proactively, and promote positive change in their organizations when equipped with comprehensive data and strategic analysis tools.
ROOT-CAUSE ANALYSIS
Identify Systemic Problems and Prevent Future Incidents
Program assessments and regular benchmarking highlight problem areas in relation to federal guidelines and expectations, but root cause analysis shines a light on problems within your organization right down to the employee level—things that more structured assessments might not uncover.
Convercent’s Case Manager allows investigators to capture and record organizational, behavioral and external contributing factors. This allows for the visualization of reported issue outliers and the ability to drill down to contributing factors for subsequent
root-cause analysis.
EMPLOYEE SCORECARD
Convercent’s Employee Scorecard is a powerful tool aggregating all of an employee’s different interactions with the Convercent application (ie. Separate allegations, COIs, Gifts and Entertainment), giving investigators an accurate perspective of an employee’s ethical behavior when initially kicking off an investigation.
See the power of a integrated compliance solution.
Request a demo to see our solutions in action and learn how they can save you time and money.
