Call Includes

About Us

Call Includes is a social enterprise which offers call centre services to organisations, governments, and businesses in Malaysia and beyond. The virtual call centre is operated by visually impaired people (VIP) and people with disabilities (PWD), who have been trained to operate computer systems, take phone calls and provide calling services for companies and organisations worldwide. Our organization has been serving the blind and visually impaired since 2012. The organisation, which aims to empower people with vision and mobility loss and maximize their independence hopes to employ more than 50 VIPs and PWDs by end of 2016 to accommodate the demand of services from the public.

Our organization, a social enterprise emerged as the winner of Digi Challenge for Change Season 6 (in collaboration with (AIM) Agensi Inovasi Malaysia – SPPP) with their idea of building a Virtual Call Centre for PWDs & VIPs. The virtual call centre is now fully operational with 18 call agents, and we hope more and more will be able to enjoy the same opportunities as the call centre business grows.

Dialogue in the Dark, a social enterprise emerge as the winner of Digi Challenge for Change Season 6 with their idea of building a Virtual Call Centre (VCC) for Persons with Disability (PWD) & Visually Impaired Persons (VIP). The virtual call centre is now fully operational with 18 call agents, and we hope more and more will be able to enjoy the same opportunities as the call centre business grows.

The positive impacts from this initiative reaffirm our belief that equal opportunities for meaningful employment go beyond limitations.

The positive impacts from this initiative reaffirm our belief that equal opportunities for meaningful employment go beyond limitations.

Our Services

Customer Care Services

The team in Includes is committed to offer your business and your customers – a professional, expert-level customer services operation designed for your business and your business only. We can address the specific concerns of your customers in a polite and friendly way, but also using our skills, to up-sell and cross-sell your products and services.

Market Research

Market research gives organisations the information it needs to make good and firm business decisions.

Call Includes agents are experts in market research supported by a quality, outbound call centre that will gather the information you need to understand your market and gain an advantage over your competitors.

Appointment Setting

With consistent supply of high-quality leads for your sales team to follow up and close, businesses can focus on meeting business goals and objectives. Call Includes outbound teams will call your potential customers to make qualified appointments for your team. In addition, we ensure that all contact and background details are captured and that the appointment has been confirmed with the decision-maker by email or letter.

Our Call Team

These are the profiles of our Blind and Physical Impaired Agents. The Call Includes Centre is now fully operational with 18 call agents, and we hope more and more will be able to enjoy the same opportunities as the call centre business grows. The positive impacts from this initiative reaffirm our belief that equal opportunities for meaningful employment go beyond limitations.

Stevens Chan

Founder

Stevens Chan, the founder of this initiative lost his eye sight due to glaucoma and diabetic retinopathy in 2007. Nevertheless, Stevens Chan did not allow the darkness to cripple him; but found a completely new light and strength through his faith in God and the support of his loving wife. Also the founder of Persatuan Glaucoma Malaysia, Save Ones Sight Missions Bhd and Dialogue in the Dark, he clearly is a man of great vision. Stevens Chan is not only extremely passionate about the work that he is doing, he has given his entire life to telling others that they should never take their eye sight for granted and to protect our eye sight at all costs.

Mohd Shafiri b Jusoh

Call Agent Trainer

Not having vision has never stopped Shafiri from achieving his dreams, if anything, it has spurred him on. After completing his STPM at St Johns Institution in KL, Shafiri went on to pursue a degree in Malay Literature which he graduated with back in 2007, before being awarded a scholarship to pursue his Masters in Malay Literature, which he has recently successfully completed. Shafiri is currently the Call Agent Trainer at the Call Includes.

Michelle Ting Fong Yee

Call Agent Supervisor

Michelle is a Call Agent Supervisor at the Call Includes. Michelle, an East Malaysian, lost her eye sight due to glaucoma in her teens and has experience as a masseur and telephone operator previously. Having undergone 27 eye surgeries to date, Michelle has obviously had a challenging life compared to most but she still manages to maintain a positive outlook on life.

Abdul Majid b Mohd Yusoff

IT Coordinator

The future appeared bleak for this 26-year-old until moved from his hometown of Kelantan to Kuala Lumpur, where he eventually discovered our organisation. Majid is currently the IT Coordinator of the Call Centre.

Majid credits Call Includes with changing his life for the better. “I used to believe that blind people have limited opportunities but after working here, it has shown me otherwise. This is so important because it closes the gap between visually impaired people and society”.

Lim Han Chiet

Call Agent

Not having vision has never stopped Shafiri from achieving his dreams, if anything, it has spurred him on. After completing his STPM at St Johns Institution in KL, Shafiri went on to pursue a degree in Malay Literature which he graduated with back in 2007, before being awarded a scholarship to pursue his Masters in Malay Literature, which he has recently successfully completed. Shafiri is currently the Call Agent Trainer at the Call Includes.

Samsudin b Mohd Bashah

Call Agent

Samsudin or Sam, as he is fondly called by his colleagues; is partially blind due to cataracts. Sam’s journey with the organisation thus far has been a very promising, positive one. “This has changed me a lot because before this my English was a little poor but it is much better now. My confidence has increased. I have developed communication skills and I have colleagues who understand me better because they are exactly like me. I feel normal here and fit it in.”

Sam’s message to the sighted community is simple. “We face a lot of uncertainties in our lives so don’t be afraid to face the uncertainty in your life. Just go for it.”

Anis Nabilah bt Wahab

Call Agent

Anis is completely blind, after having lost her sight entirely at the tender age of 6. The 24 year old’s loss of vision however, has not stopped her from carrying on with her life and pursuing her passions. Anis graduated with a degree in Malay studies from the University Malaya at the end of 2015. Asked about how being here has changed her, this Perak-born petite lady shares: “ The organization has helped me learn a lot and taught me that I can be someone who is very capable. I have the skills to gain employment and skills out there now. Visual impairment is not the end of our life. There are many chances for us and our future is still very bright.”

Jason Wong Chia Yong

Call Agent

“I woke up one day and I just couldn’t see anything at all” says Jason who hails from Klang. He suffers from a condition that robbed him of his eyesight in a blink of an eye. ” I saw nothing, I felt nothing, I did nothing. In fact I stayed at home for 2 years hoping I will wake up from this ‘nightmare’ and see again”. Jason finally pulled himself out of his dark hole and joined us and is now one of the team leaders.

“Now I am happy, and have amazing colleagues”

Nawal bt Khairil Anwar

Call Agent

Nawal, who is 25-years-old, was born with Optic Glioma, a rare benign tumour on the optic nerve or the optic chiasm (the crossing of the two optic nerves) which causes pressure and destruction of normal optic nerve tissue, causing her to have very limited vision in both eyes.

Despite her constricted sight, Nawal does it all. Aside from her work with Includes, she is also pursuing a TESOL qualification so that upon graduation, she can return to her old primary school and help other children with visual impairment gain a quality education.

Mohd Najib bin Hasbie

Call Agent

Najib who hails from Kuching, Sarawak lost his eyesight at the age of 19 years old. Being educated in a Chinese school, Najib also speaks Mandarin fluently. Married with 3 children, he strives for the best in all that he does.

Mohd Yusuf b Mohd Azam

Call Agent

Yusuf, 20 years old is the youngest team member. Yusuf comes from Terengganu and although is blind from birth, enjoys playing futsal very much and is on his state’s blind football team.

Michael Yin Mhern Hong

Call Agent

Michael, 21 years old is a very independent young man despite being blind from birth. Having left home at a tender age of 8 years old to begin his education in Johor Bahru has equipped him with skills to be independent and care for himself. He has a keen interest in IT and enjoys listening to audio drama.

Pang Chee Chun

Call Agent

Chee Chun who turns 23 this year has a special gift of writing very well. This Malacca-born young man lost his sight partially when he was 9. He aspires to write his own novel, and enjoys web surfing, writing poems and ice skating in his free time.

Lawrence Tan Beng Hooi

Call Agent

Lawrence is 32 years old this year and comes from Penang. Being partially blind from birth, has never ever deterred him from reaching his full potential. He aspires very much to be a motivational speaker and counselor to empower others. He feels that his condition is never a disability but is a great testimony that we can all shine like stars if given the opportunity. He enjoys playing the harmonic and ukulele in his free time.

Michael Yin Mhern Hong

Call Agent

Hanim, 23, hails from Triang, Pahang and is partially blind since birth. This courageous young lady holds a Diploma in Information Management and enjoys trying her hands on cooking different dishes for her husband.

Lisa Chee Li Li

Call Agent

Lisa holds a degree in Marketing from University Malaysia Sabah. Having lost her eye sight due to glaucoma several years back, Lisa decided to pull herself up and move on. She courageously pursues her dreams and passion. Lisa quotes “I came to a realization that what is making me disabled, is not my eyes; it’s my mind. Once we see things in a different light, we begin to see possibilities instead of disabilities.”

Boey Lai Kwan

Call Agent

Lai Kwan graduated cum laude in her degree in Biology before pursuing a Masters in Environment, followed by an MBA. Lai Kwan became totally blind following diabetic complications but soldiers on with much passion and optimism. She has been an inspiration to many and is has joy and laughter that is extremely infectious.

Hemavathy a/p Shanmugam

Call Agent

Hemavathy holds an Advance Diploma in Computer Studies. Due to her physical disability and needing to be on a wheelchair, she finds difficulty to travel from one place to another. The Call Includes has allowed and enabled her to have gainful employment at the comfort of her own home. Coupled with her persevering spirit, Hema is also an inspiration to many around her.

Yap Kim Soon

Call Agent

Kim Soon lost his ability to walk after a tragic accident in his college years. However, he has a fighting spirit and an amazing never give-up attitude. Operating the Call Includes from his home, he quotes, ‘The Call Includes has given me a glimpse of hope, and to earn a living from the comforts of my own home’

Our Sponsors

Our Clients

  • Taylors University Malaysia
  • The Batik Boutique
  • Social Insight
  • Cornerstone Realty