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Incoming calls are identified—by customer
name—through digital screen telephones located at each
workstation. This feature enables the responding
Communications Specialist to answer with the appropriate
customized greeting and to access the proper electronic
intake form on our call intake system. Callers to a
dedicated hotline will be interviewed in accordance with
a customer-specific questionnaire.
Each Communications Specialist is part of
a network system electronically monitored by at least
one lead Communications Specialist or a supervisor.
Supervisory personnel can monitor reporting in real
time. During the progress of the call, the
Communications Specialist has the ability to alert
supervisory personnel of either an emergency or an
immediate need of assistance.
A summary of the call is entered
directly into the call management system and
automatically formatted into the appropriate report
design. A supervisor is notified electronically when
the call terminates. A call report line on the
supervisor screen indicates that a completed call is
awaiting quality review before delivery. All final
reports are reviewed for quality assurance and approved
by supervisory personnel before transmittal to customer.
Completed reports will be delivered to
the designated company representative by the method of
choice, usually Internet email within 24 hours in
non-emergency cases. Priority calls, as identified by
the client, will be reported telephonically to a
representative within 30 minutes.
Prior to termination of an interview,
callers are supplied with a unique code number for
identification, callback and feedback purposes. All
callers are encouraged to call back if they have
additional information on their reported event, if they
observe any other incidents, or if they wish to check on
the resolution of their compliant. This code number
system further guarantees the anonymity of callers.
Allegations are organized into separate
categories, e.g. ethics and compliance, fraud, theft,
drug usage, sexual harassment, discrimination,
operational problems, employee suggestions, etc. Other
customer-specific issues are identified prior to service
and incorporated into their customized intake form.
Implementation of the program may be
accomplished within 10 business days of contract and
call intake script approval. Wackenhut will secure a
vanity number for the hotline (subject to availability)
if desired, or assist in the transfer of an existing
number, or provide a new toll-free number at no charge
for new clients.
Through a strategic alliance, Wackenhut
has the ability to offer the option of customized
awareness materials for the client. The time required to
distribute promotional materials is dependent upon the
number of employees and locations.
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