The Ukrainian crisis has seen one third of the population forced to flee their homes, with 5.9 million people displaced internally in Ukraine, and 7.9 million people have fled their country to seek refuge across Europe.
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With such huge numbers of people in need of information and assistance, refugee contact centres have a crucial role to play in delivering specialist help in areas such as emergency services, employment, counselling, healthcare, and legal support.
Along with ServiceNow and other key partners, BT Group helped the United Nations High Commissioner for Refugees set up a digitised contact centre for refugees fleeing the ongoing conflict.
The contact center integrates everything on a cloud-hosted platform and means we’re able to offer a more flexible and responsive user experiences for both the refugees calling in and the UN agents taking the calls. It also helps reduce costs and boost productivity.
Mohammed Ghafour from the UN Refugee Agency explains that the customer service management system allows for a better understanding of the needs of refugees, and that the data enables the agency to expand their efforts according to changing operational needs on the ground. Colin Bannon, our Chief Technology officer for Business, shares that setting up this contact centre is about leveraging the power of technology to really make a difference, and to help people who can’t help themselves.