9 External Benchmarks for Helpline Reporting

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A Brief Explanation of External Benchmarks -

Executives and board members rely upon reports and metrics to gauge progress and make decisions that drive business results. The ethics and compliance function is no exception. Benchmark data gives business leaders external points of reference with which they can assess theperformance of their programs. The following are 9 external benchmarks that every organization should be measuring and comparing against others in their industry with respect to helpline reporting and case management.

1 | Report Volume -

Companies should review the total number of reports they receive in a given period from all intake methods (Phone, Email, Walk-in, etc.). Receiving too many reports is not good and may indicate significant problems or a misunderstanding of appropriate helpline usage. Too few reports may indicate a lack of awareness of policies and/or reporting channels, poor understanding of expectations and responsibilities around reporting, or elevated concerns about retaliation.

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