Multi-Lingual Hotline Support: Frequently Asked Questions
The First and Still the Best.
As the original ethics and compliance hotline provider, you can count on NAVEX Global to deliver both state-of-the art technology and unparalleled industry expertise.
What non-English languages does NAVEX Global staff and why?
As the highest volumes of non-English calls come into the Call Center in Spanish and Portuguese, the majority of our non-English speakers are fluent in those two languages. Internal staffing of these languages may, in part, attribute to shorter wait times. Our staffers fluent in Spanish and Portuguese also play instrumental roles in supporting written translations for these languages.
Additional languages currently staffed in the Contact Center include Mandarin, French, German, Japanese and Arabic. While we endeavor to staff these calls internally, often the volume can exceed our availability in these languages and require us to resource a third- party interpretation provider. Employees fluent in these languages also provide support for written translations.
Remaining languages (not listed above) are not staffed in our Contact Center and phone calls are serviced exclusively by conferencing in a third-party interpreter. Written translations for these non-staffed languages are done through a third-party translation service as well.
How does NAVEX Global know the language need of the caller?
NAVEX Global has a state-of-the-art telephony system that is configured to recognize the language need of the caller through three channels including:
- A language selection made by the caller within the telephony system (e.g.“press ‘3’ for Mandarin”)
- A language associated with the phone number dialed by the caller
- The client has a dedicated phone number and has asked us to answer all calls on it in a particular language
- We have determined that an international toll-free line from a specific geographical area is exclusively one language
- The caller requests a language when speaking with an EP Intake Specialist (e.g. caller has a specific language need that is not an option in the telephony system or they inadvertently choose the incorrect language)
How does the interpretation process work?
Routing calls within the Call Center is automated through our telephony system and based on the availability of an Intake Specialist fluent in the language requested. Some of our employees and/or auditors have reported long hold times for certain languages.
What is NAVEX Global doing about this?
Our Contact Center is continuously working to refine the caller experience, including improving wait times. Some of the actions taken include:
Languages: Our Contact Center continually monitors results to identify if there are trends of longer hold times to acquire an interpreter. As appropriate, we partner with our existing interpretation providers to strengthen coverage. Additionally, we are continually researching prospective new interpretation providers who can strengthen the availability of qualified interpreters in specific languages.
Wait Messaging: The Contact Center is looking to strengthen the messaging provided to our non-English callers when they are on hold including providing progressively informative messaging that informs of extended wait times should a caller have to hold longer than 3 minutes. Our goal is to do this for as many languages as possible, placing our emphasis on high volume languages and those that may have a trend of longer than normal wait times.
Vendor Results: The Contact Center monitors interpretation vendor results by language to determine which to target as preferred vendors by language. Additionally, we use this information to partner with our vendors to identify opportunities that may lead to improved service results.
How is wait time measured?
Wait time is measured from the moment a caller leaves our Interactive Voice Response (IVR) application to when the call is answered by an Intake Specialist skilled in the language of the caller or a third-party interpreter has been secured. For example:
- Call received into the telephony system at 1:00:00 AM
- Caller selects French in the IVR language attendant and the call is routed to the French workgroup/queue at 1:00:56 AM
- A Contact Center Intake Specialist secures an external French interpreter and bridges a 3-way call with caller at 1:02:56 AM
- Wait time is calculated as:
- 1:02:56 AM – (minus)
- 1:00:56 AM = 0:02:00 (2 minutes 0 seconds)
Can you provide us with statistics on our hotline’s Service Level Metrics (SLMs)?
We do not publish wait times and other related Call Center metrics for individual clients or non- English languages. An individual client’s call volume and their subsequent wait times may not reflect our overall service results as they represent only a fraction of our greater call population.
Do you provide language-specific SLMs?
Additionally, call volumes for individual languages can fluctuate significantly, which results in inconsistent wait times. Generally, our wait times for non-English calls is around three minutes, which means that many calls experience wait times shorter than 3 minutes and some may experience wait times that exceed 3 minutes.
Can NAVEX Global provide peak wait times as a metric?
We are not able to provide this information as wait times are variable industry-wide. Staffing in our Contact Center is based on historical and forecasted volumes and we attempt to mitigate excessive hold times during all hours by making adjustments to our own staffing and/or partnering with our third party interpretation providers whenever appropriate.
What are the metrics that the Contact Center is measured against?
NAVEX Global has established the following key goals to ensure delivery of industry-leading service and the shortest response times for our clients. They include:
- Total Service Factor (TSF): 90% of calls are answered in less than 25 seconds
- Abandon Rate: Percentage of calls abandoned after more than 25 seconds
- Average Speed of Answer (ASA) of less than 25 seconds
We are also committed to average wait times for non-English within 180 seconds (3 minutes). NAVEX Global has consistently achieved this average wait time for non-English language calls since the data became available with the implementation of our new telephony system.
NAVEX Global established these key goals to ensure our Contact Center delivers industry- leading service and response to our callers. Collectively, these metrics hold us accountable to ensure we:
- Answer calls promptly
- Mitigate calls that experience excessive hold times
- Maintain a high connect effectiveness to mitigate the risk that the caller will abandon the call before they are connected
In addition to these telephony-based metrics for our Contact Center, we also are committed to dispatching all new reports within 12 business hours as per our standard contract Service level Agreement. Since October 2008, NAVEX Global has continuously maintained an average dispatch time for new reports of 2 hours or less.
My auditors would like to place some test calls. How should I suggest they proceed?
Although we support our client’s desires to ensure the best for their constituents, it is important to understand that an audit may not accurately reflect our service capabilities in a particular language. testing can also strain the resources that otherwise would be available for real hotline calls, detrimen- tally impacting wait times. because of this, we encourage our clients to share with their respective auditors our proven track record of maintaining an average wait time of 180 seconds (3 minutes) for non-English calls. In fact, we have obtained an average wait time of 180 seconds or less since this data became available with the implementation of our new telephony system.