M’sia seen as ideal hub for call centre ops


BY IZWAN IDRIS

TELETECH Inc, a leading international contact centre management specialist, sees Malaysia as an ideal regional hub for outsourced call centre operations.  

TeleTech Asia chief operating officer Andrew Pearce said: “Malaysia’s proximity to high growth economies around the South-East Asian region, coupled with good telecommunication infrastructure and multi-lingual capable work force makes it an ideal offshore contact centre site.’’ 

Currently, TeleTech Asia has 17 sites throughout the region in Australia, New Zealand, China, Singapore, the Philippines, India, South Korea and Malaysia.  

Yusuf Ampuan Kechil and Andrew Pearce (right) at the VADS office.

Its team of over 4,000 customer care experts is already handling over 41 million inbound and outbound interactions per year. 

In a recent visit to Kuala Lumpur, Pearce told StarBiz the company's call centre operation in Kuala Lumpur, established late last year with local partner VADS Bhd, had the capacity and potential to serve multinational business organisations with customer bases within the region. 

“The call centre in Kuala Lumpur has the largest footprint in the region given its multi-lingual capabilities in Bahasa Malaysia, Indonesia, Mandarin, Cantonese, Thai as well as in English. 

“And one of TeleTech's key strengths is our ability to provide integrated, regional solutions for Pan-Asia Pacific organisations,'' he said. 

The VADS-TeleTech contact centre has to-date secured five outsourcing contracts from local companies involved in telecommunications, finance and transportation. 

VADS chief executive officer Yusof Ampuan Kechil said the immediate focus was to expand the call centre's client base as well as its scale of operations.  

“The target is to have two new major clients by the end of the year,'' he said. 

The company also intends to double the contact centre capacity to 300 seats over the next 12 months, while plans are in the pipeline to set up two new call centres within the next two years. 

“We are in the business of helping businesses grow. Outsourcing call centre services is gaining popularity among local business organisation, as a way to help manage cost and improve efficiencies.  

“This is especially true in highly competitive business sector like banking, insurance and telecommunications industries,'' Yusof said. 

He said VADS' contact centre business operation, or VADS Touch, was expected to account for 5% of the group's total revenue for the year ending Dec 31, 2003. 

“In three years' time, the business is expected to contribute 20% to the group's total annual revenue,'' Yusof said. 

The contact centre operation is being fully managed and staffed by TeleTech, with VADS providing the telecommunication infrastructure and hardware solutions expertise. 

“With the partnership, we now have the ability to provide a comprehensive range of customised multi-channel contact centre services via telephone, fax, e-mail, interactive voice response and other web-based services all under one-roof,'' said Yusof. 

 Stock Watch On VADS

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