12 Internal Benchmarks for Helpline Reporting

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Brief Explanation of Internal Benchmarks -

While senior leaders and board members often express concerns about how a company’s data compares to external benchmarks, it is equally important that companies review their data internally, not just at the high level but diving into each business operation, location, or geography. Such a review can provide specific insight into the effectiveness of communications and training, can highlight trends in the cultural health of certain parts of the company, can help to assess the efficiency of investigations, and can deliver a number of other key operational and cultural metrics. Internal benchmarking provides important context, particularly when observing deviations from the internal norms over time. Here, the sophistication of an organization’s case management system, and how it is configured, will determine how robust the analysis can be—offering more tracked data, more context, and more opportunity for actionable conclusions. By looking at the data over time, an organization can compare trends, detect trouble spots, and measure the effectiveness of its program. We recommend the following metrics be included in an internal “deep dive” benchmark review of reporting data.

- Call Categories or Types of Reports:

A review of the types of calls which come in over a certain period can indicate elevated risks of certain kinds of potential wrongdoing as well as gaps in understanding of the policies and laws which affect certain groups of employees. In additionto categories benchmarked externally, organizations may have internal reporting categories to monitor specific risks...

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