In addition to the glossary term below, ACXPA Members also have access to a range of additional resources, including our Member Symposiums & Video Library, premium resources to download, exclusive industry insights & data, discounted training courses and lots more!
Whistleblower Policy
A whistleblower is a name given to a person, often an employee or formal employee of a company or government agency that reports any wrongdoing such as fraud, corruption, unethical behaviour etc.
Whistleblowers can report their issues internally to a supervisor, HR, neutral third party etc or externally such as government agencies law enforcement or the media.
It can be a risky proposition to whistleblowers who run a very real risk of severe consequences for bringing the wrongdoings to attention and that is why in many organisations and government departments there is a Whistleblower policy that aims to protect those bringing inappropriate activities to light.
Businesses that offer an anonymous whistleblower policy can be generally considered serious about ensuring their people, processes and practices are acting appropriately and within the law at all times.
You’ll normally find information about a business’s Whistleblower policy on their website.
You can find ACXPA members who have a formal Whistleblower Policy on our ACXPA Members Business Directory.
CX Roundtables - Upcoming Guest
Live and interactive sessions for customer experience professionals in Australia.
Contact Centre Manager Roundtables - Upcoming Guest
Live and interactive sessions for contact centre professionals in Australia.
Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST
The Members Symposium sessions are only available to ACXPA Members!
ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library.
Preview of upcoming Symposium Sessions:
IVR Best Practice
Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.
Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)
Tips to Boost Engagement on Calls
Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.
In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.
Presented by Simon Blair, General Manager Quality Insights, ACXPA
More sessions announced soon!
(If you're interested in speaking at one of our events, click here to learn more >)
