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- Agape CCAS 2023 Awards
With the integration of FocalScope’s secure cloud ticketing system, Agape leads the way in tech-for-good, achieving excellence recognised by the Contact Centre Association of Singapore (CCAS) International Contact Centre Awards 2023.

Prisoners, like everyone else, seek a sense of belonging and an opportunity to contribute positively to society. Agape, a longtime partner of FocalScope, is dedicated to offering second chances by providing training and work opportunities within call centres for inmates in Changi, alongside single mothers, individuals with physical challenges, and ex-offenders.
Their groundbreaking programs, which harness cutting-edge technology and secure cloud solutions, earned Agape two Gold Awards at the Contact Centre Association of Singapore (CCAS) 23rd International Contact Centre Awards 2023.
Congratualations to Agape Connecting People for their two Gold Awards:
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- Best Outsourced Contact Centre Programme or Section
- Best Contact Centre Manager (20 to 100 Seats)
Every year, CCAS, a non-profit organisation, committed to nurturing contact centres and customer service excellence, celebrates companies that demonstrate outstanding achievements and leadership through various awards.
FocalScope is proud to be an integral part of Agape’s tech-for-good mission for under-served communities.
Operating A Call Centre Behind Bars
A call centre contains a wealth of sensitive, personal data – names, phone numbers and even social security numbers – that is susceptible to breaches and cyberattacks. These are threats that can potentially disrupt work processes and damage a company’s reputation.
In Agape’s case, the stakes are especially high as their call centre is established within a prison facility, where concerns about data security and privacy are magnified. Its unique environment introduces a myriad of concerns and security risks, necessitating heightened vigilance and proactive security measures.
This is where FocalScope’s secure cloud ticketing system steps in to address these challenges head-on. Our implementation team and IT experts devised a tailored system that boasts advanced encryption protocols, stringent access controls and real-time monitoring capabilities – all while maintaining full compliance with the security protocols outlined by SG Prison Service Call Centre and Infocomm Media Development Authority (IMDA).
With a comprehensive and integrated security system in place, Agape is able to monitor performance metrics, identify potential security threats, respond promptly to any incidents and most importantly, maintain the integrity of its call centre operations.
We believe in leveraging technology to drive positive change, proudly empowering Agape’s noble mission to provide hope and opportunities to marginalised individuals with our innovative and practical customer service software.

Building Confidence Through Hands-On Training
Apart from security challenges, call centres also experience notoriously high levels of employee turnover, with annual resignation rates hovering in the 30 to 40 percent range. Many root causes behind this revolving door of call agents can be traced back to poor training and lack of proper coaching. This often leads to disconnection, low morale, unclear expectations, and inconsistent performance among employees.
For inmates and underserved communities, the challenge is compounded by a lack of confidence and limited experience, which can exacerbate feelings of disconnection and uncertainty. For example, inmates face additional barriers, such as having no access to computers or the internet, which limits their technical abilities.
Addressing these issues requires employing the right training strategies to meet their individual needs and performance gaps.
Fortunately, our built-in Training Mode feature is specially designed to facilitate this process. While new agents focus on performing their tasks, supervisors can act like coaches on the sidelines, overseeing or jumping into calls to offer real-time support.
To further support agents in their communication skills, we also provide valuable features such as:
- Internal knowledge base to provide instant access to information as references
- Straightforward interface that is suitable for all levels, including elderly agents
- Pop-up forms for notes help promote consistency and act as a checklist
- Text-to-Speech (TTS) and automatic call transcripts to assist those who have difficulty typing quickly
- AI-email assistant to provide suggestions that reduce the time required for writing and serve as a helpful writing aid
Our extensive approach helps bridge the confidence gap, fostering a supportive environment where all agents, especially those from underserved communities, can thrive and experience equal reskilling and employment opportunities.
We Take Our Clients’ Vision to Victory
At FocalScope, our clients’ success is our success. Agape’s success story exemplifies what can be achieved with the right tools and we look forward to continuing our partnership to drive more impactful results.
Interested in discovering how FocalScope can transform your business?
Contact our team for a free guided demo or learn more about our email ticketing features. Join the growing community of businesses that trust FocalScope to deliver exceptional communication solutions.
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