Convercent offers several ways in which individuals can report issues to their organization. Options include speaking directly to their manager or human resources team, submitting an anonymous report via Convercent’s online issue intake form at www.convercent.com/report, or speaking confidentially to someone by calling the Convercent hotline.
The following provides important information regarding the Convercent hotline and ensuring the best possible experience for associates of your organization.
What service does the Convercent hotline offer?
The Convercent hotline is a 24-hour issue reporting service for those that would like to speak to someone confidentially about a workplace concern or issue that has occurred. A Convercent hotline agent assists the reporting party through the process and submits a confidential report on behalf of the individual for immediate review and handling by the appropriate members of your organization.
How do individuals contact the Convercent hotline when calling from locations within the United States?
The Convercent hotline offers 24/7 service and can be reached by calling toll-free 1-800-461-9330 from locations within the United States.
How do individuals contact the Convercent hotline when calling from locations outside the United States?
The Convercent hotline offers 24/7 service for those located outside the United States. Please refer to the Convercent International Toll-Free Number List for a complete list of countries with toll-free numbers.
For countries without a toll-free option, individuals may place a collect call/reverse charge call by dialing +1-720-514-4400.
Convercent recommends clearly communicating that the + preceding published hotline phone numbers represents the outbound dialing code for the country in which the individual is calling from. For example, if calling from France, the individual would dial 00-1-720-514-4400.
Can I use my existing phone number or do I have to use Convercent’s general hotline phone numbers?
Organizations may choose to use a pre-existing phone number when one has already been communicated to employees or purchase a private number if a custom phone greeting is required. Existing phone numbers can be conveniently pointed to the new Convercent hotline when setting up this new service for your organization. Organizations that use their own phone number will assume all charges for calls made to that number.
Convercent can also secure private domestic and international phone numbers on behalf of an organization if one does not already exist. Convercent, however, assumes ownership of the number and cannot be transferred to the organization if service is terminated.
Can the Convercent hotline assist reporting parties in their native language?
Convercent hotline agents support over 300 languages allowing individuals to report issues in their native language.
How are reporting parties greeted when they call the Convercent hotline?
Reporting parties that call the hotline using the United States toll-free number or the collect call/reverse charge call will hear an initial greeting in English. The greeting informs the reporting party that they will be transferred to an agent for assistance or they may file a report online at www.convercent.com/report.
Reporting parties that call the hotline using an international toll-free number will hear an initial greeting in their native language. The greeting will inform the reporting party that a language interpreter will be joining the call to assist them with filing their report. Options are also provided if the reporting party would like to file a report in English or prefer to file a report online at www.convercent.com/report.
Why are my employees receiving a greeting in English when they contacted the Convercent hotline using the appropriate international toll-free number for their country?
Calls placed using a Voice over Internet Protocol (VoIP) system are routed through an internet service provider. In the event that the internet service provider resides outside the country from which the call originated, the call will be recognized by the Convercent hotline as coming from the actual location of the service provider and greet the reporting party in that respective language.
To ensure employees receive a greeting in their native language, it’s recommended that organizations with VoIP systems route calls through a local service provider.
How do individuals access Convercent’s online issue intake form?
Reporting parties are directed to www.convercent.com/report to access Convercent’s online issue intake form. On the Convercent webpage, reporting parties have the ability to file a confidential online report, check the status of an existing report, ask their organization compliance or ethics-related questions, and view instructions on how to contact the Convercent hotline if preferred.
Can I use my own URL that will still direct individuals to the Convercent issue intake form?
Some organizations may choose to use a custom URL to communicate the Convercent services to their employees. A custom URL can be configured by the customer’s IT team to redirect to www.convercent.com/report.
I have questions. Who do I call for help?
Questions? Please contact us. We’re delighted to help.
To reach your dedicated Customer Experience Manager, please call 1.800.335.7639 or email us at email@example.com.