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Abstract:
Malaysia's Call Center industry continues to
experience considerable growth and there are over 600 centers
employing over 25,000 people. Global enterprises such as
HSBC, Standard Chartered Bank, DHL, and BMW have invested significantly
in Malaysia's MSC, which have yielded very satisfying ROIs.
The
revenue growth for
technology vendors servicing the Contact centre industry has been in
the high double digits for years. The opportunities for vendors and
services providers in 2010 in
Malaysia will remain "good to strong", as both local and
multi-national companies will be upgrading their Contact Center
infrastructure, or establishing new Shared Service Centers in 2010 -
2012.
This market research paper
is an executive level assessment of the strengths, weaknesses,
opportunities, and risks of operating a Contact Centre
- BPO operations in Malaysia.
This research is designed to help you:
- Assess the size of the Call Center market in Malaysia
- Target marketing plans and sales campaigns for call center
or
contact center
technology
- Understand the opportunities and risks of doing business in Malaysia
- Understand the trends and demographics impacting the Malaysia Call
Center market
- Evaluate Malaysia vs the Philippines for establishing an
offshore Call Center
Table
of Figures and Exhibits:
1. Forecast Growth in Call
Centre Seats in Malaysia
2. Forecast Industry Spend on Call Centre Technology
3. Call Center Growth by Industry Vertical Sectors
4. Strengths Weakness Opportunities Threats - SWOT Analysis
for Malaysian Call Centers
5. Salary Profiles for Malaysia Call Center Staff
6. Advantages - Disadvantages for Establishing a Call Center in
Malaysia vs. Philippines
7. Ranking of the Top Shared Service Centers in Malaysia
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