Why Traditional Hotlines Are Failing

When it comes to preventing harassment and discrimination at work, the times (and the laws) are changing.

Employees today demand more than just a safe workplace—they expect leadership to actively create inclusive, trustworthy environments where they feel valued. In response, companies are rethinking how they address misconduct. Many forward-thinking organizations have already moved beyond outdated reporting systems such as telephone hotlines. But why are hotlines falling short?

An insufficient system

Telephone hotlines don’t provide a comprehensive option. They can be a supplemental tool, but they’re far from being a one-size-fits-all solution. Most hotline systems are operated by an external third party that collects information from the employee and then passes it along to the “proper channels.” These systems offer many different features, including:

• Ability to flag reports by priority level, as determined by the employer

• Access to an automated recording system to leave a voicemail report outside of business hours

• Option for the employee to remain anonymous during the report, especially if reporting as a bystander or witness

Third-party hotlines are presented as employee-focused because they provide a confidential and potentially anonymous means of reporting.

But hotlines are designed to be one-way: The goal is to gather information rather than to guide the employee through the reporting process or to encourage confidential two-way communication. When the call is over, the employee is often left without any follow-up, let alone feedback regarding a resolution.

Rather than using a third party, some employers simply encourage employees who experience misconduct to call their HR representative or manager directly. This misguided advice can lead to underreporting, uncomfortable and potentially unsafe interactions, and breaches in confidentiality that may damage trust.

Underreporting and unknown issues

The U.S. Equal Employment Opportunity Commission estimates that 70% of workplace harassment and discrimination goes unreported. Chronically underused reporting solutions like hotlines could be one reason.

Organizations often fail to publicize their hotlines, perhaps only mentioning them in employee handbooks. Low call volumes are frequently read as indicating a healthy culture, when in fact employees just aren’t using the system. And if your employees aren’t reporting incidents, you’re left vulnerable to a host of unknown issues that could escalate before you have the chance to intervene.

For better anonymous complaint software, look to AI

There’s a reason that hotlines are still around: If employees know they exist and are willing to talk to the human on the other end, hotlines provide a basic, legally compliant way to gather information about workplace incidents.

Primary benefits of hotlines

• Employers can opt to allow anonymous reporting

• Employees who don’t have access to computers still have a simple way—the phone—to report

Primary downsides of hotlines

• The humans who staff hotlines are still likely to introduce unconscious bias into the interview process

• HR can’t follow up effectively with employees who report anonymously via hotline

Now, technology makes anonymous reporting easier and more effective. Anonymous complaint software like Spot go beyond just gathering information—they ensure the reporting process is accessible, unbiased, and flexible.

With Spot, employees can privately report incidents using their phone or computer, anytime, anywhere. Whether it’s after hours, in a crowded office, or from home. Spot’s interviews guide users step-by-step, asking smart follow-up questions to gather detailed and accurate reports. 

Because employees interact with a bot—not a person—there’s no room for bias, judgment, or uncomfortable conversations. Plus, Spot’s confidential system allows for ongoing, two-way communication during investigations, so HR can follow up without compromising the reporter’s anonymity. AI suggests follow-up questions to speed along investigations. And if you need to ask your employee for further clarification or want to give them information on the resolution of a report, Spot will communicate on your behalf while preserving anonymity.

For those who prefer reporting via phone, Spot also offers a fully-customizable telephone hotline. Our hotlines are answered by a machine, not a human, which we still think is the best way to put your humans at ease when they need to raise an issue.

If you’re interested in an anonymous incident reporting tool that’s available for your employees 24/7, get in touch at hello@talktospot.com.