Malaysia’s Call Center Industry: A Steady Growth Rate of 17% and Counting
Malaysia’s Call Center Industry: A Steady Growth Rate of 17% and Counting The call center industry in Malaysia has been growing at a steady pace over the years. According to a report by the Contact Centre Association of Malaysia (CCAM), the industry growth rate in Malaysia is 17% compared to only 15% for the ASEAN region. The growth rate in Singapore is 8%; India is 10% while Thailand is 15%. The report also estimates that there are over 600 call centers in Malaysia employing over 25,000 people . The Malaysian government has been supportive of the industry’s growth and has implemented various initiatives to attract foreign investment. For instance, the government has established the Multimedia Super Corridor (MSC) which provides tax incentives and other benefits to companies that invest in the country’s ICT sector . The Malaysian call center industry has also been focusing on improving customer experience by adopting new technologies such as artificial intellig...