Hotline Consultant

COMPLAINT MANAGEMENT 

APPLICATION PURPOSE

Respond to complaints and feedback quickly and consistently.

All sporting bodies sport will endeavour to have procedures in place for managing complaints in a fair and proportionate manner. Complaints may arise for a number of reasons and may just be about raising a query or addressing a serious concern.

To help administrators in all sports, Globocol has designed a bespoke software application to facilitate a transparent and efficient means of handling complaints from members or registered organisations. It can be used as a stand alone module or integrated with other Globocol sport integrity applications.

APPLICATION DESCRIPTION

A software application to record, investigate and resolve complaints.

Globocol’s Complaints Application for Sport enables you to create a record of the details of complaints and feedback, each of which will have a unique identifying number. To aid analysis and reporting there are dropdowns for Category and Severity of each record. Other features include:

  • Task Management - Set alerts, record notes, add cost estimates, create emails, attach files to the case and assign tasks.

  • Dashboards - Get real time information about trends and performance.

You can also aggregate data for board reports of by

  • Category

  • Complainant

  • Subject

  • Date Received

  • Days to Close

  • Severity

SECURITY MODEL

Ensures your data, documents and communications are secure.

We are committed to high standards of security, privacy and transparency. Globocol systems are fully GDPR compliant. We have also reviewed our suppliers for compliance with GDPR.

The application uses dual-factor authentication at login and tracks relevant staff safeguarding credentials. For UK clients, data is hosted at our nominated UK Data Centre with a UK helpdesk. For non-UK clients, if UK hosting and help desk services don’t meet specific national, legal or organisational requirements, Globocol will arrange a bespoke service to cater for that.

System data has multiple levels of back-up. You can also apply “soft-delete” functionality to recover unwanted deletions. Placing all your reports and case documents in a single secure environment considerably reduces the risks to data privacy inherent with the use of multiple systems and devices, both online and offline.

APPLICATION BENEFITS

Streamline your complaint management process and enhance member experience.

Your time matters when responding to feedback and complaints. Globocol’s Complaints Application for Sport is an easy-to-use solution to record complaints, log calls, assign tasks, track progress, send messages, attach files, create charts and report results. It is a web-based solution, so you can access all your records, documents, emails, and phone calls in real time from anywhere, anytime. You also have a Complaint Diary with automatic notifications when a complaint is reaching its scheduled closure date.

 

The benefits to your organisation are manyfold:

  • Improve productivity

  • Reduce risk

  • Change behaviour

  • Protect reputation

  • Ensure compliance

  • Improve performance

  • Drive engagement

  • Prevent surprises

This application is available as a subscription service, either as an individual module or as part of a suite of sport integrity solutions. Email: connect@globocol.com