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Ethics Hotline Service

If there has been unethical behavior in your workplace, who does your employee call? Ethics and whistleblower hotlines are increasingly in demand at companies where management wants to be proactive about employee safety. In the 2018 Global Business Ethics Survey™, 53% of employee respondents in the United States personally experienced retaliation for reporting workplace misconduct. The good news is that reports of misconduct rise 94% when top management verbally promotes workplace integrity. The best managers want to provide a voice to their employees. Aside from providing a place to turn for your employees, ethics hotlines also ensure that you know what issues are occurring in your organization so you can promptly address them. So, what should you consider when developing an ethics hotline? How anonymous is the service? When you choose a third party to run your hotline, there is no chance of someone finding out who the caller is and no chance of retaliation....

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5 Ways to Maximize Your Call Centre Results

1. Use Interactive Voice Response (IVR) Many of our clients’ customers call to resolve a variety of issues, and we often need to direct callers to call back during the next business day, without taking a message. If this scenario sounds familiar to you, consider utilizing an IVR! This allows you to direct customers to different groups of agents for issues with different service requirements, or to direct customers with a specific issue to call back when you will be available to assist them. This also helps you avoid frustrated customers who have reached a live person, only to be told that they are not able to assist them. 2. Play Custom Auto Greetings While we strive to always answer our clients’ calls as quickly as possible, during periods of high or unexpected volume, there may be delays in answering the line. In order to take advantage of this, clients can use customized auto-greetings, or...

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5 Ways to Create a Culture of Compliance for Your Safety Program

In speaking with our customers, we see a wide range of policies and procedures related to risky employee safety monitoring protocols and policies, from strict to loose, depending on the job, culture, role, and more. Some employees may feel that these practices are "Big Brother"-esque, therefore causing them to shy away from compliance. Others perceive such tasks as a nuisance rather than coming from a place of caring. Whatever the motive for protecting your workers, here's some advice on how to create a culture of safety and compliance: Mandate your policy. Giving employees the choice to participate in a safety monitoring program that may add time to their day often means a lack of participation, putting you, your team and your productivity at risk. Mandating participation reduces your company's liability and reduces time managing varying levels of compliance. Make it unanimous across all divisions and regions. Having a unified safety monitoring protocol across all divisions and regions...

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Electronic Log Devices & Driver Safety Excellence

Changes are coming for the transportation industry! Drivers will now be mandated to use an Electronic Log Device (ELD), which allows for automatic, accurate tracking of hours of service. By the end of 2019, drivers and motor carriers in the United States must use ELDs to remain compliant (see details on the FMCSHA site here). Even if you’re a Canadian company, this will affect you if your drivers cross the border, and we can expect a similar rule to be introduced in Canada in the not so distant future. Benefits of Implementing ELDs Many companies may be using paper logs, logging software, or automatic on board recording devices (AOBRDs). This type of tracking is cumbersome and ineffective as drivers may underestimate their driving time, ignore their fatigue, or stretch their limits, causing risk to both the employee and employer. As well, ELDs will reduce paperwork and enhance productivity. While this regulation may seem to be an inconvenience...

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10 things we learned @ our industry conference last week

As business owners, we are constantly looking for learning resources on how to make our business a better place to work, run more efficiently, and be more profitable for all the stakeholders. Reading the latest NYTimes best selling business thought leaders’ books, Youtube videos, How- To conferences, and industry events. It’s hard to know where to spend your time and money. Although Cindy and I have done all of the above, albeit sporadically, depending on where we were in the growth of our company and our personal lives, one source for learning that we have found to be extremely valuable is our own industry event. Every year, CAM-X, The Canadian Association of Message Exchanges ( a name that we evolved to years ago, when we didn’t want to be called either an answering service or a call centre, which many are now proudly reverting back to ) holds a conference somewhere across our country, or...

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The Bottom Line Business Case for Journey Management

Before I joined Telelink Emergency Response Centre several years ago, I had never heard of Journey Management, and my idea of a Trip Risk Assessment was asking myself how many coffees I would need to get to where I was driving. In the sales profession, however, you are only as good as what you know. If you don’t understand your buyers’ struggles and business in a way that makes you valuable, you don’t deserve their attention. (Before reading any further, if you aren’t sure what Journey Management is - check out this quick blog. It is commonplace in the energy industry, and now starting to catch on in other industries. It not only saves lives, it makes complete fiscal sense which is where this post is going.) Over the last several years I have spent more time talking about Journey Management and driver safety than talking about my dogs - and I spend an obscene...

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Magic, Mind Reading and Lone Workers in Utility Industry

I’m sure you must be thinking, “There is no way magic, mind reading and lone workers in the utility industry have anything in common.”. I know it sounds like an illusion, but there is indeed a common thread. A couple of weeks ago, I attended the Safety2017 conference in Denver put off by the American Society of Safety Engineers. (Sidenote, this year’s show was fantastic and busier than ever, so kudos to the organizers!) The keynote speaker for the luncheon on the last day was Vinh Glang, an entrepreneur and highly entertaining presenter who used magic as a metaphor to explain three essential truths to achieving success. As someone who has attended many conferences and sat through many keynotes staring at my empty plate willing dessert to arrive, I admit, I was skeptical of getting much value out of this one. I could not have been more wrong. Vinh’s presentation offered some valuable lessons that...

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