Call Center Outsourcing in Malaysia refers to the practice where businesses contract third-party providers to handle customer service and support—including inbound/outbound calls, multichannel support (email, chat, social media), and back‑office processes. Key players in Malaysia’s call center/BPO sector include Aegis Malaysia, Teleperformance Malaysia, Scicom Berhad, and VADS Berhad. These firms offer services ranging from basic customer inquiries to technical support and full back-office operations.
The industry benefits from Malaysia’s multilingual workforce (fluent in English, Malay, Mandarin, Tamil), cost‑efficient labor market, and strong government support through initiatives like MDEC’s MSC status incentives, Smart Automation Grant, and other business-friendly policies. Providers serve global clients across various sectors, including telecommunications, finance, e-commerce, and healthcare. Malaysia’s call center/BPO industry is projected to grow significantly, with the customer experience segment alone expected to reach USD 1.59 billion in 2025, driven by rising adoption of digital engagement and outsourcing.
Call Center Outsourcing Company
What Are The List Of Call Center Outsourcing Companies in Malaysia?
Malaysia’s call centre outsourcing sector is anchored by a mix of local and global providers offering inbound and outbound voice support, as well as multichannel customer engagement and back-office functions. Below are the key players across different scales and specializations:
- Teleperformance Malaysia – A leading global BPO with a strong local presence in Kuala Lumpur, offering multilingual voice and non‐voice services, customer care, sales, and technical support
- Aegis Malaysia – Provides end-to-end customer lifecycle and customer support services on a global scale
- Scicom (MSC) Berhad – A Malaysian leader in customer lifecycle management, digital transformation, and education‐sector outsourcing
- VADS Berhad – Telekom Malaysia’s subsidiary delivering contact centre, managed network, and IT services
- SRG Asia Pacific – Offers contact centre and broader BPO services, praised for responsiveness and value
- Canaan Communication & Technologies (MSC) – Specializes in inbound/outbound support, back-office services, and corporate training
- ENVO BPO – An award‑winning ISO-certified firm based in Petaling Jaya offering customer service, lead generation, and IT outsourcing
- Upstream BPO Sdn. Bhd. – Known for inbound call centre operations, telesales, and appointment setting; MSC‑status conferred by MDEC
- VPO Services Sdn. Bhd. – Focuses on customer service outsourcing and BPO solutions, building a reputation since 2015
- Hugo (formerly Hugo Inc.) – Specialises in voice and back-office services, data annotation, and content moderation for clients like Google and Meta
- TDCX Malaysia – A strong regional player offering voice and non-voice BPO services
Why Do Companies Outsource Call Centers to Malaysia?
Companies outsource call centers to Malaysia for cost efficiency, skilled labor, and advanced infrastructure. Labor costs in Malaysia are 30-40% lower than in Western countries, while the workforce maintains strong English proficiency and multilingual capabilities in Bahasa Malaysia, Mandarin, and Tamil.
The country’s telecom infrastructure, supported by providers like Telekom Malaysia and Maxis, ensures high-speed connectivity and minimal downtime. Additionally, Malaysia’s strategic location in Southeast Asia allows for time zone alignment with key markets in Asia-Pacific, Europe, and the Middle East.
What Are the Key Services Offered by Malaysian Call Center Outsourcing Firms?
Malaysian call center outsourcing firms provide customer service, technical support, sales, and back-office processing. Services often integrate multichannel support (phone, email, live chat, social media) and automation tools like IVR systems and AI chatbots from providers such as Genesys and Avaya.
For example, Scicom specializes in healthcare and logistics support, while VADS handles enterprise-level CRM solutions for financial institutions. First Call Resolution (FCR) rates in Malaysian call centers average 75-85%, reflecting their efficiency in resolving customer issues promptly.
How Does Malaysia’s BPO Industry Compare to Other Outsourcing Destinations?
Malaysia ranks among the top 5 global outsourcing destinations, competing with India and the Philippines. While India offers lower labor costs, Malaysia provides better language neutrality and cultural affinity with Western markets. The Philippines leads in voice-based services, but Malaysia excels in non-voice and technical support due to its IT-literate workforce.
The country’s BPO market grew by 8.2% annually from 2018 to 2023, according to the Malaysia Digital Economy Corporation (MDEC). Key advantages include GDPR and PDPA compliance, ensuring data security for international clients.
What Technologies Do Malaysian Call Centers Use?
Malaysian call centers deploy cloud-based contact center software, AI-driven analytics, and workforce management tools. Platforms like Zendesk, Salesforce CRM, and Amazon Connect enable seamless omnichannel support. Over 60% of Malaysian BPO firms use speech analytics to monitor call quality and customer sentiment.
Automation reduces Average Handle Time (AHT) by 20-30% in Malaysian call centers. For instance, AI chatbots handle 40-50% of routine inquiries, freeing agents for complex tasks. Telekom Malaysia’s VoIP solutions further enhance call clarity and reduce latency.
What Are the Challenges of Call Center Outsourcing in Malaysia?
The primary challenges include talent retention and regulatory compliance. The call center turnover rate in Malaysia is 15-20% annually, driven by high demand for skilled agents. Companies mitigate this through training programs and competitive compensation, with entry-level salaries averaging RM 2,500–RM 3,500 per month.
Strict adherence to the Personal Data Protection Act (PDPA) and ISO 27001 standards is mandatory for data security. Providers like Aegis invest in cybersecurity audits and employee training to maintain compliance.
How Does the Malaysian Government Support Call Center Outsourcing?
The Malaysian government promotes the sector through tax incentives, training grants, and infrastructure development. MDEC’s Digital Hub Initiative offers 10-year tax exemptions for qualifying BPO firms. The National Fiberisation and Connectivity Plan (NFCP) ensures 100% 4G coverage and affordable broadband for call centers.
In 2023, the government allocated RM 200 million to upskill 5,000 call center agents under the Malaysia Digital (MD) Talent program. These efforts position Malaysia as a high-value outsourcing hub rather than a low-cost alternative.
What Is the Future of Call Center Outsourcing in Malaysia?
The industry is shifting toward AI integration and hybrid work models. By 2025, 70% of Malaysian call centers plan to adopt AI for predictive analytics and self-service options. Remote work policies now cover 30-40% of call center agents, reducing overhead costs.
Emerging trends include specialized outsourcing for fintech and healthcare, leveraging Malaysia’s strong regulatory frameworks. The market is projected to reach USD 1.2 billion by 2026, driven by demand from Australia, Singapore, and the UK.
For businesses exploring outsourcing opportunities, Majikan.my provides insights into Malaysia’s job market and connects employers with local talent. The platform offers salary benchmarks, workforce trends, and recruitment tools to streamline hiring for call center roles.