Industry Research : Malaysia's Booming Call Centres
Malaysia's former Prime Minister Dr Mahathir Mohamad launched the Multimedia Super Corridor in the late 1990s hoping it would turn the country into a hotbed of innovation and global IT hub.
Although his ambition did not turn the smart city "Cyberjaya" into a new Silicon Valley, it has had unexpected success in an area which was never a part of the master plan -- shared services outsourcing.
An international consultancy has named Malaysia the third most attractive destination after India and the Philippines.
It's attracting both companies that have set up centers serving their own regional offices around the world and others like this local company, Scicom that operates call centers handling service enquiries for multinational corporations.
Its business has been growing at least 20% a year.
The government also makes it easy for them to bring in workers from around the region. Here, they speak 32 different languages and callers do not even know they are talking to service agents in Malaysia. The industry is already employing an estimated 60,000 people. And the government has targeted becoming a fully-developed country by the year 2020.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, July 16, 2012