© ContactCenterWorld.com

Convercent by OneTrust Launches Enhanced Global Call Center Operations with New Languages for Ethics Helpline Reporting


Atlanta, GA, USA, Sept. 28, 2021 -- Convercent by OneTrust announced enhanced global Call Center operations to improve the experience for employees reporting misconduct via their company helpline. With a continued US presence, the call center operations will expand into the EU, providing a more global experience. The enhanced experience aims to have at least 90 percent of calls handled in a reporter's preferred language without the assistance of an interpreter to make reporters feel more comfortable and provide more accurate helpline reports.

The EU Whistleblower Directive sets out a minimum standard on how organizations should handle and respond to reports made by whistleblowers, with the first deadline to comply being December 17, 2021. The requirements include reviewing the performance of any existing whistleblower helplines, and updating internal processes to align with the directive.

Organizations need to advance and mature their speak-up programs to comply with the EU Whistleblower Directive and meet the needs of the modern reporter; that includes being able to speak in their preferred language. At the same time, enabling employees to submit reports in their language of choice allows organizations to capture the most accurate and detailed reports possible.

With call centers in multiple locations around the world, the enhanced functionality will offer increased data security to the global customer base currently using Convercent's Helpline and Case Manager. This enhancement builds on the global experience Convercent has established through in-market customer support, technical support, and European data storage.

"Organizations have to treat their reporters with empathy, and a key part of that is being able to securely report in the language they want to speak," said Patrick Quinlan, CEO at Convercent by OneTrust. "This is why we're excited to launch our enhanced global Call Center operations as the latest step in improving the reporting party experience."


Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com

Date Posted: Wednesday, September 29, 2021

About ContactCenterWorld.com
ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today.