Once the reporting party’s organization has been identified, the call center associate will then begin the intake flow based on how your organization is configured in the Convercent application. First off, they will ask 2 location-based questions. This will only happen if Geo Rules are enabled. Once that is complete.
- Geo Rules Location Selection (If configured)
- Terms and Conditions
- Issue Type and associated survey questions (If not configured for Simple Intake)
- Involved party/s
- Custom Intake fields (If configured)
- Location Selection
- Department Selection
- Issue Date/Timeframe selection
- Anonymity selection
- Organization Relationship selection
- Report review, password & security question/answer creation, and report submission.
- Access code provided
Report Follow Up
After the report has been submitted, the reporting party will be provided with instructions on how to follow up or “check the status” of their report. They will be informed that they can go online to “convercent.com/report” (or your specific custom domain) and by calling back in.
Call Center Associate Probing
Outside of the configured questions in the application, all of our call center associates are trained to probe for additional information. In many cases, reporting parties provide little information due to fear of being identified, retaliation, and sometimes just don’t know everything. They certainly understand that the more information they can flush out, the better it will help with any investigation.
However, its ultimately up to the reporting party what is entered in the report. This will drive some reports to be shorter or lacking pertinent information. The good news here is that the reporting party can be communicated through the case itself in the message thread area. If the reporting party was not anonymous, they would have provided contact information.
Why Reports Look the Way They Do
As mentioned in the probing section, reports may be short due to lack of information being provided by the reporting party. There may be cases where the report has some capitalization, grammar, punctuation errors, and so forth. We currently utilize a browser technology called “Grammarly” to help alleviate most of these challenges. On top of that, the associates are trained to review the description of the report with the reporting party on two different occasions: After it is initially typed out and prior to submission.
Even with all of these preventative measures in place, there is a chance that the report may have some errors. The primary driver to this is not necessarily the agent, but the reporting party driving the agent due to time constrictions. Time restrictions generally stem due to reporting parties calling in during their breaks at work. Breaks generally last between 10 to 15 minutes, but the filing of a new report, on average, can take around 25 to 30 minutes. Time constraints can also drive limited information in the report.
Not every call becomes a new report. There are “Check Status” calls, wrong number, etc. There are a number of calls that start with a new intake that will never complete to submission. Drivers can be anything from time constraints from the reporting party’s end, to losing phone signal. However, another major driver is the fear of retaliation.
This is especially true for some of the most sensitive issues. The reporting party is so worried that they will be identified, that they will either tell the call center associate that they do not want to continue or just hang up without warning due to this fear.
The call center associates are trained to make them feel comfortable and confident that their report will be completely anonymous. They also communicate that their organization has an anti-retaliation policy to help them feel better.
For the reports that do get submitted based on this, due to fear, it can lead to reports that lack information in the description. In many cases, the reporting party has the call center associate strip out data that was initially provided to help eliminate anything that would possibly connect the report to them.
Application Configuration Considerations
When configuring your instance of Convercent for intake, it is important to be cognizant of how your configurations impact the reporting party experience for not just the helpline, but also for web intake. Aspects such as “department”, “location” and so forth, are just some of the items to consider as it comes to configuring the application for your organization.
With "department" configuration, keeping it simple is usually the best approach. Granted, the application can easily be configured with business entity names, units, and so forth. However, in most cases, the general employee population would not know which one they may be a part of. Therefore, having department names configured such as “Sales”, “Accounting”, “Customer Service”, etc., make it easy for the reporting party to select their respective department.
As it relates to locations configurations, making it straightforward is recommended. For example, configuring multiple locations with the same address, yet having a location code added to distinguish a difference, will make it difficult for the reporting party to properly identify the correct location. Just like “department”, most employees probably won’t know their location code. The ultimate key is to make it easily identifiable for the reporting party.
Ultimately, the easier it is for the reporting party to go through the intake process, the better the report will be. The more complex it is, the risk of the reporting party not completing the report goes up due to frustration.
The key to success, for both helpline and web intake, is to put yourself in the reporting party’s “shoes” to see what their experience would be like.