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Avaya's contact centre supports Singapore NGO

Anuradha Shukla | April 27, 2016
Avaya enables mentors to better communicate with young people to help them stay in school and out of trouble.

Avaya contact centre is helping Singapore non-governmental organisation (NGO) Beyond Social Services to help young people stay in school and out of trouble.

Avaya supports communication with young people and their families by phone, thus enabling the charity to help young people and their families stay in touch more regularly and make the best use of volunteer time.

Operational since 1969, Beyond Social Services was searching for a new phone system, and a small contact centre that makes it easier for staff and volunteers to stay in regular contact with young people.

The charity can now make appointments and reminders via phone, which mean fewer face-to-face visits are missed and incoming numbers can be recognised, so families are called back even if their initial call is missed.

"Unless we see them in their own neighbourhoods, we may not see some young people for several months, and a lot could happen in that time," said Beyond's deputy executive director Ranganayaki Thangavelu. " Now, we have more phone lines in our "call center", and a new initiative called the Caring Caller program, so volunteers can call up and check in with the young people. They can ask if they are still attending school, find out how they are performing, invite them to participate in different activities and perhaps even anticipate problems."

Value Created
Avaya has made it easier for young people to contact key workers, who now have direct line numbers.

Efficient phone system has enabled conference calling with internal and external parties and other collaboration features.

The phone system can also help support Beyond's expansion, to work with more young people in more neighbourhoods.

The charity appreciates the fact that Avaya did not rush procurement and implementation even though the system was relatively small in size.

"Avaya took the time to understand our needs and pulled together a team of partners to complete the job," added Thangavelu. "Our entire office had to be rewired, and we took the opportunity to double our internet capacity. The Avaya team and their partners, Lantrovision and Jebsen & Jessen, were very professional and really went out of their way to ensure it all went smoothly."


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