A long-time partner of Ethical Leadership Group was trying to decide who should be its anonymous and confidential telephone helpline provider. There are several companies offering telephone reporting systems, and each one has its own system of training call attendants and handling cases received. But which one would provide the highest quality and best value for our partner?

Ethical Leadership Group, in partnership with several organizations, conducted test calls to several helpline service providers. These test calls used written cases, and were conducted in multiple languages. Our partners then forwarded the case reports they had received from their helpline service provider, and we examined the fidelity to the original case filed, and graded the providers’ level of service.

Our partner company was able to use the report from our quality test of helpline providers to select a company the best met its needs – both in terms of quality and value. This service also provided participating companies with valuable feedback on the service they were currently receiving compared to what they might expect from other helpline providers.