Contact centre revenue set to hit US$1.3b by 2005

Whether in actual fact IT outsourcing proper or another managed service, one of the fastest-growing outsourcing businesses is contact centres. 

According to Frost & Sullivan, the contact centre industry applications revenue in the Asia Pacific is expected to hit US$1.3bil by 2005. With its strong, competitive economy, good telecommunications infrastructure, and multilingual workforce, Malaysia has an outstanding opportunity to grow as a major contact centre hub in the Asia-Pacific region. 

Currently, Malaysia has about 575 contact centres operating over 12,000 seats, placing it on par with Singapore, Thailand and Hong Kong in terms of overall seat numbers. 

It is estimated that Malaysia will enjoy a 15% growth in the number of seats over the next 12 months. Industries in the forefront of utilising contact centre services in the country include telecommunications, banking, insurance, transportation and logistics. (2003 Asian Call Centre Industry Benchmark Study, www.callcentres.net) 

This new era in modern technology opens up new channels of communication. Having a contact centre that utilises these channels greatly improves an organisation’s delivery of efficient customer service, and the more sophisticated contact centres become, the more likely organisations are to outsource this service, according to VADS e-Services assistant general manager Lee Siao Yen. 

VADS e-Services is a unit of VADS Bhd, a local second board-listed company active in managed services and contact centre outsourcing. 

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