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.
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.
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.
We explain to all callers that anonymous information may be viewed with suspicion and suggest they provide some form of corroboration for any allegations they may be making. Anonymous information can very often be a useful pointer and once the issue is highlighted it may be quickly resolved.
Safecall receive very few, if any, malicious calls. This is largely attributed to the method of interviewing callers on the telephone where the nature of the questions tends to bring such calls to a premature conclusion.
We often re-engage with callers, if instructed to do so by our client. This re-engagement also works for anonymous callers, where we will arrange for them to call back at a given time in order that we can inform them of any updates or feedback from our client. It also allows us to pose questions the client may wish to ask.
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.
Experience has shown that it is normally long serving and trusted employees who present the biggest risk to organisations when it comes to fraud or financial misconduct in the workplace. These employees are fully aware of the organisation’s systems and processes; research has shown that they are rarely questioned by management.
A leading international insurer established that over 80% of frauds or instances of financial misconduct were being committed by employees within their own organisation.
Further research identified that almost 48% of all instances of fraud and financial misconduct were detected by whistleblowing systems. Whistleblowing systems are by far the best method of detection, with internal and external audits resulting in detections of 19% and 10% respectively.
We operate worldwide and use interpreting services for non-English speaking callers. Employees have access to International free phone numbers. All we ask is that you identify the languages you wish to use at the point of implementation.
We have the ability to handle reports in over 170 languages. When an employee telephones Safecall they will automatically be offered a series of languages appropriate to the location they are calling from.
Our philosophy is that if someone is calling us with information that could affect your business we will take the report. Many of our customers have extended the service to include suppliers, contractors, supply chain and in some cases customers.
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.
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 accidentally 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.
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.
Allowing an outside organisation to have access to your sensitive data requires a level of trust on your part. The Law Debenture Corporation p.l.c. have been a trusted partner with Blue Chip and Government organisations around the world for over 120 years and as you would expect our data handling and IT systems are class leading.
At no time would we disclose any information that we have received to anyone other than the named report recipient within your organisation. The decision to report any issues to a third party, such as a regulator, is the customer’s decision.