KUALA LUMPUR: Time Engineering Bhd unit Toplink Advisory and Management Services Sdn Bhd, which provides call centre, outsourcing and consultancy services, expects to contribute 10% to 15% of group revenue by 2012.
It targeted to service five corporate customers at the end of the year and more than 10 customers by 2009, Toplink director Hasan Ganny Hanif told a media briefing yesterday.
Launched in April, Toplink has so far secured contracts with two corporate clients and this should provide the platform for the company to market its services to the Federal and state governments, government-linked companies and financial institutions.
“Toplink is looking at about 18 months to break even as Malaysia’s demand for business process outsourcing is more than supply,” Hasan said.
He said the Contact Centre Association Malaysia in a survey said the country needed about 100,000 consultants, but there were only 40,000 consultants available currently.
Toplink had 50 consultants at its Kuala Lumpur centre and Hasan expected the number to increase to 500 in three to four years, based on the strong demand.
Unlike a conventional call centre, Toplink also offers all-round support, including consultancy services, outsourcing, human resource development, marketing, customised and other value-added services.
Hasan said recognised universities, including Universiti Kebangsaan Malaysia, would be roped in to certify whether the company’s contact centres were up to the mark in providing the services.
He said the certification was necessary to ensure its consultants’ skills were on par with those in international centres, when Toplink embarked on regional expansion.
“We also plan to recruit professionals, such as doctors and lawyers, in the next two to three years to better serve customers,” said Hasan.
The company, which was also advocating its corporate social responsibility culture, would also hire single mothers, senior citizens and disabled persons, he said, adding that it was also mulling plans to allow employees to work from home based on Toplink's advance connectivity and high-technology equipment.
Toplink acting head Gana Nathan Samarasan said in the current challenging business environment, organisations must be quick to provide innovative solutions to customers.
He said outsourcing was a US$800bil business, with annual growth rate of 8% globally.