EthicsPoint's World-Class Contact Center

Announcing EthicsPoint's New Contact Center Facility

EthicsPoint is proud to announce the completion of our new, state-of the-art Contact Center facility! With an increasing client base, EthicsPoint has more than tripled staffing in our Contact Center since its inception. In commitment to our goal of providing clients with prompt responses to hotline calls, we have invested time and resources in the planning and execution of an expanded Contact Center facility. Our new site allows for further ease of expansion and additional security measures.

Key features of our new Contact Center include:

• Housing in a secure, hardened facility approximately four miles from EthicsPoint headquarters
• Unbranded location with a 24/7/365 double ring of access security
• ­Multiple backbones of telephony and Internet access feed
• ­Automatic short-term battery and long-term generator backup power supplies
• Increased square footage to accommodate continued growth

All Contact Center staff continue to be direct employees of EthicsPoint and are dedicated solely to the intake of ethics and compliance-related reports.

Contact Center Operations

We are proud of our world-class Contact Center, which is staffed by qualified specialists that handle a variety of situations and reports consistently and professionally. Seven days a week, 24 hours a day, 365 days a year, all calls are answered by EthicsPoint’s own professional Contact Center Intake Specialists (CCIS). Each call is supported by a dynamic call management system that provides intuitive, decision-tree scripting and accurate information capture, resulting in a comprehensive and actionable report on which our clients can act. Our hiring and training practices ensure that each Contact Center Intake Specialist has:

• Graduated from an accredited four-year university and/or college;
• Been pre-screened by two levels of management;
• Received a seven-year criminal background, education, and reference check, as well as personality screening and testing, prior to hire;
• Been through a minimum of 160 hours of in-house training conducted by a certified Contact Center professional; and
• Signed a non-disclosure agreement upon hire
• Signed a recurring monthly statement reaffirming his or her commitment to confidentiality.

Management and Training

Each staff member of the EthicsPoint Contact Center receives extensive training from our experienced management team. Our Contact Center management team has more than 20 years of technical and critical intelligence contact center experience. This expert team oversees and trains our Contact Center Intake Specialists to achieve the wide-ranging requirements of our diverse client base. Once hired, each employee goes through a minimum of 160 hours of in-house training conducted by a certified Contact Center professional. Contact Center Intake Specialists are specifically trained to handle any type of call, emergency or non-emergency, with the highest degree of professionalism.

Multilingual Procedures

All incoming foreign language calls into the EthicsPoint Contact Center are automatically routed to native speakers or connected with a live interpreter. Our Contact Center currently serves over 120 countries around the globe and handles calls in more than 170 languages.

EthicsPoint does incorporate automated attendants for our international multilingual callers to allow for personalized greetings or pre-recorded menus in a native language when a call originates from an international location or a location with more than one spoken language. A TTY/TDD line is also available for speech- and hearing-impaired callers.

Internal Report Generation

Reports placed on the EthicsPoint system are not restricted to the hotline. Clients may choose to internally develop reports regarding issues that become known within the organization. These issues can surface from internal audit, tips or conversations with team members, exit interviews, performance reviews, or other interactions. Once an internally developed report is placed in the system, all of EthicsPoint’s resolution workflow tools and analytical review tools are immediately and securely available to those placed in a position of oversight.