FAQs

FAQs

Below you will find the answers to some of the most frequently asked questions.

Q.
Open/Close Why use experienced investigators as Call Handlers?
A.

We use experienced investigators instead of sales or call centre employees for the following reasons:

  • At Safecall, we believe that Call Handlers need to have investigative skills and knowledge on the best way for a client to address an issue.
  • All Safecall Call Handlers have professional investigative experience, which means they are skilled at talking to people who may be stressed or reluctant to provide full details. Their role is to deliver a comprehensive and meaningful report whilst ensuring that the caller feels the information they have given will be fully appreciated by their company.
  • The Private Security Industry Act 2001, states very clearly that persons involved in obtaining information about others or their activities need to be licensed. The competency specification to obtain a licence includes the skills and knowledge to conduct investigations and interviews, search for information and preserve evidence. It also states that one must understand and work to relevant laws and standards. Each of our Call Handlers has over 25 years’ experience in these competencies.
  • Safecall’s Call Handlers possess lifelong experience when keeping their professional and personal lives separate. Respecting our client’s confidentiality is of utmost importance to us and our Call Handler’s professionalism reflects this.


Q.
Open/Close Other providers I looked at destroy all records of calls as soon as the details are passed to the client. Why do you retain such documents?
A.
We only retain appropriate documents in accordance with Data Protection legislation. It would be more cost effective for us to destroy our records once a client has received a copy, however in line with data protection legislation, there is a need to preserve evidence and work to comply with such relevant laws and standards.

The rules regarding the conduct of investigations require the retention of evidence or information gathered during the course of an investigation. For example, if a client makes a leniency application to the Office of Fair Trading (OFT) they require the retention of all such reports. The importance of this approach is highlighted in the final recommendations within the Institute of Chartered Accountants for England & Wales (ICAEW) ‘Guidance to Audit Committees on Whistleblowing’. The guidance urges Audit Committees to consider “there are adequate procedures for retaining evidence in relation to each concern”.

In the majority of cases once the report is forwarded to the client it is not needed again. However on occasions we have needed to provide both our original notes and report to support clients in Criminal and Civil proceedings. Remember, a Safecall report and accompanying notes are often the first record of an issue and therefore its authenticity may be challenged in future proceedings.
It is our belief that the destruction of such material would not be in the best interest of your organisation.

Q.
Open/Close Do you audio record calls?
A.
We do not audio record any calls. If calls were recorded they would have to be retained and made available to appropriate parties if a call resulted in civil or criminal proceedings. The audio recording could lead to a caller, who has requested anonymity, having their voice identified and therefore the company’s ability to guarantee anonymity to their employees could not be guaranteed.





Q.
Open/Close Is the service expensive?
A.
The provision of the service is based upon the number of employees. A number of clients have immediately recouped the initial cost with the information provided by employees regarding fraud and other potentially expensive concerns. The system has hidden cost advantages such as the lessening of bullying and discrimination and can lead to significant savings in legal fees and damages awards. Even when an industrial tribunal case has been lost, the final settlement would be significantly reduced.



Q.
Open/Close Do you give advice to callers?
A.
Other than on how to report a concern or protect their identity, we do not give advice or direct them to any regulator. We believe a conflict of interests can occur once advice is given as it can give the impression that a provider is taking sides. Our role is that of a conduit to make it easy for employees and contractors  to report concerns to senior management within an organisation.
Q.
Open/Close We already have an Employee Assistance Programme, what further advantages do you offer?
A.
We believe a difference exists between an assistance programme, which is in essence an advice line, and an external reporting line. A number of Employee Assistance Programmes provide advice on a wide range of subjects but due to confidentiality restraints, do not always pass information to employers.

Q.
Open/Close How do you guarantee anonymity?
A.
When a caller contacts Safecall they do not have to provide their name (where permitted). We do not audio record the call and we do not use call line identification. Therefore if the person making the call does not provide their identity we have no way of knowing whom they are.

If during our conversation the caller accidently reveals their identity we will comply with their wish for anonymity and not include it in our report. Indeed we may write reports that are non-gender specific to help protect individuals.

Q.
Open/Close Data Protection Legislation?
A.
As part of our implementation and on-going support we work with our clients to ensure they comply with the various Data Protection laws and guidance internationally. It would be wrong to claim we are ’experts’ and would never lead you to believe that our guidance should or would replace the work of your law firm.

Law Debenture USA