Call Includes – Includes

Call Includes

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About Us

Call Includes offers call centre and customer care management 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 visually and physically 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 2022 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 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 positive impacts from this initiative reaffirm our belief that equal opportunities for meaningful employment go beyond limitations.

Our Services

Customer Care Services

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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

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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

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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 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.

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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.

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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.

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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.

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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”

Pang Chee Chun

Call Agent

Chee Chun who turns 27 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.

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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.

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Steven Looi Yuong Chiat

Call Agent

Steven Looi is totally blind since 10 years old due to Retinitis Pigmentosa. When he was 14 years old, the doctor already notified that he will be blind one day. But after 2 weeks, he has a vision that he wants to be more independent and not being overly-protected by his family. He has never been to a special school and only uses large print question papers for PMR and SPM. Even being blind, he became a national athlete and represented Malaysia in blind judo. In Malaysia, he was the first blind man that has a scuba diving license.

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Athirah Ahmad

Call Agent

Athirah who is now 27 years old, was born in Sri Aman Sarawak. She was born totally blind as a prematured baby. When she was in form 3, her friend brought her to see a teacher who does sports and asked him to include her name to participate in athletic sports (under sprint 100m and 200m categories). She then represented Sarawak and won a Silver Medal.

Our Sponsors

kementerian sains, teknologi dan inovasi
ministry of international trade and industry
s m e corp malaysia
yayasan inovasi malaysia
inovasi inklusif
a cloud for social good
digi 2016
agensi inovasi malaysia 2016
techsoup
twilio
microsoft for Good

Our Clients

  • Taylors University Malaysia
  • The Batik Boutique
  • Social Insight
  • Cornerstone Realty
  • Dialogue in the Dark
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