Instructions to the call center: Read the following once the interpreter is on line, or immediately if the caller speaks English.
My name is (xx call center reps name) and I work for Teleperformance, a confidential third-party hired by Starbucks to take your report. Please know that Starbucks does not tolerate retaliation against any partner who raises concerns or questions regarding a potential violation of Starbucks policy that you, the caller, reasonably believes to have occurred. Your report will be sent to the Ethics & Compliance team at Starbucks.
Are you calling today to inquire about a previous report, or to submit a new concern?
IF NEW:
Before we begin, I want you to know that I am going to ask you a series of questions to help understand your concern. For instance, I'll ask you who was involved, what occurred and when it happened. This process can take 10-15 minutes or more. Then your report will be forwarded to a partner in Starbucks Ethics and Compliance department, who may address or investigate your concern, or may refer it to another department. If you are ready, we can begin.
IF FOLLOW-UP:
Do you have your Login ID and Password?
Instructions to the call center: If they do have this information, Click the FOLLOW UP button.
If they do not have this information, you will not be able to review or add updates to their previous report. You will need to do another intake using the SUBMIT A CONCERN button if the caller has updates for the report.