Malaysia Call Center Outsourcing

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About the Call Center Industry in Malaysia

Malaysia Call Centers - About This Growing Industry

In Southeast Asia, Malaysia leads the BPO (business process outsourcing) sector with excellent customer service and a high volume of outsourced call centers.

Malaysia is quickly becoming a preferred offshore call center location due to its thriving business infrastructure as a result of consistent economic growth, technology and innovation that is capable of supporting many large companies.

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Why do companies outsource call center operations to Malaysia?

Talent Pool

As of 2021, Malaysia places 3rd of all the APAC countries on the English proficiency Index (2021)
Workforce is made up of professionals with technical skills, influencing businesses to invest in the country
The Education Transformation Initiative enacted in 2015 works to advance access and quality of education in Malaysia
The service sector in Malaysia makes up about 55% of GDP

Business Climate

Call center outsourcing in Malaysia comes with competitively low corporate taxes
Malaysia placed 12th out of 190 economies in 2020 on the Ease of Doing Business index
On the IMD World Competitiveness Index, Malaysia ranks 25th (2020)
The BPO industry in Malaysia, according to the International Data Corporation, is likely to surpass USD 1.4 billion by the end of 2021

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Infrastructure

The Malaysian government is committed to incorporating integral transport infrastructure projects, putting a total of RM15 billion in Budget 2021 to pay for these developments
Malaysia has a network of 94,500 kilometers of primary and secondary roads
A willingness to invest and trade has been essential in income growth and employment creation, with about 40% of jobs in Malaysia being associated with export activities
Malaysia recently surpassed 10 countries on their digital quality of life ranking, which measures e-security, e-government and e-infrastructure

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Country

Ranks 3rd on Kearney’s 2021 Global Services Location Index (GLSI) as a thriving digital hub
Measuring the digital economy of a country, the global connectivity index ranked Malaysia at 34th (out of 79 countries)
Malaysia's full-year economic performance expanded 3.1% in 2021
Cost of living is low and employment opportunities are abundant

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Culture

About the Malaysian Economy

Population

About the Malaysian Economy

Youth Unemployment Rate (ages 15-34)

4.3% total unemployment, 14% youth unemployment

GDP

$336.7 billion USD

Working Age Population (15-64)

14.96 million

Business Language(s)

Malay, English

Call Center Industry Growth Rate

Projected CAGR of 3.1% from 2019-2024

Call Center Malaysia: Frequently Asked Questions

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How much does it cost to outsource a call center to Malaysia?

Malaysia call center outsourcing requires that the business must pay the representative's salary when outsourcing services offshore. The final price is contingent on which services the company requests, but basic services are generally inexpensive. That includes technical support, telecommunications, telemarketing, real-time customer service, and other BPO services.

US companies can expect to pay between $4-$8 USD for various types of call center services in Malaysia.

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Where are most call centers in Malaysia located?

Call center outsourcing companies in Malaysia are mainly found in Kuala Lumpur. Some are sprinkled throughout Selangor, Johor, and Penang as well.

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What is a call center agent’s salary in Malaysia?

The average contact center agent's salary in Malaysia ranges from 2 USD to 7 USD. That makes outsourcing to the Asia Pacific region one of the more cost-effective options for your company.

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What are the advantages of outsourcing to Malaysia?

Foreign investors will appreciate the strong government backing and business-friendly policies in Malaysia. Customer service outsourcing here includes IT services, lead generation, and world-class customer experiences.

The country's infrastructure continues to grow and improve from year to year. Company’s that take advantage of all that the Malaysian workforce has to offer enjoy a skilled labor pool, high English proficiency, low operational costs, and more.

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How do I start a call center in Malaysia?

Starting a call center in Malaysia (or another outsource location in our extensive network) starts with a needs analysis to develop a deep understanding of your business and scope your company’s outsourced requirements.

TDS Global Solutions works with you to customize an RFP specific to your business, match you to best-fit contact centers, and facilitate selection, coordination, and contract negotiations.

Finding the right location for your call center and then carrying it all the way to execution causes companies undue strain when forced to do it on their own. TDSGS streamlines this entire process from start to finish and with little to no fees involved for our advisory services.

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