Most hotline services sold in the marketplace, including those offered by In Touch, incorporate the following basic features:

   • 24/7 availability
   • Toll-free access from any location
   • Assured confidentiality and anonymity
   • Ability to respond to callers via case numbers
   • Foreign language capability
   • Prompt forwarding of messages and ability to deal with emergency situations
   • Routing of messages per company instructions
   • Management reporting
   • System redundancy and disaster recovery planning
   • Quality assurance

Additional features that make In Touch’s hotlines industry leaders include:

Live Operator

In Touch’s call center is located in St. Louis, Missouri. It was opened in 1994, and currently employs an around-the-clock staff of more than 75 professionals. Everyone who handles hotline calls is required to have earned a master’s degree or above in counseling, psychology or behavioral science. In addition, In Touch’s call center has opened its operations to rigorous external review by two independent accrediting agencies and it was unconditionally certified by both of them.

Automated Attendant

In Touch utilizes state-of-the-art Interactive Voice Response (IVR) technology to accept and record toll-free and collect messages from employees based anywhere in the world. All messages received on the automated attendant systems are transcribed by a pool of former legal and human resource administrators and verified by a second listener before being forwarded to the client company.

Email

Employees can choose to electronically send their questions and concerns to In Touch via a web-based interface or standard email.

OtherOptions

In Touch programs can also be designed to accept feedback by such traditional delivery systems as postal service, toll-free fax, TDY (hearing impaired) and overnight courier.