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Malaysia BPO, Call Center, Data Center Market Analysis and Forecast - 2011 to 2015

  • ID: 1932816
  • Report
  • January 2011
  • Region: Malaysia
  • 32 Pages
  • Asia Pacific Research Group Ltd.
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Malaysia's BPO and Contact Center industry continues to experience considerable growth - there are over now 600 Call Centres employing over 25,000 people. In addition, Malaysia continues to be popular destination for establishing a regional data centre, with many global enterprise class data centres being hosted in Cyberjaya.

The opportunities for vendors and service providers in Malaysia continue to be strong in 2011 as local and multinational companies will be upgrading their technology and data centers in this forecast period.

This market research paper is an executive level assessment of the strengths, weaknesses, opportunities, and risks of operating a Contact Centre / BPO / Data Center in Malaysia, and assesses the market opportunity for hosting a cloud data center in Malaysia.

This research is designed to help you:

- Assess the size of the BPO / Contact Center / Data Center market in Malaysia and where the market is heading

- Target marketing plans and sales campaigns

- Understand the opportunities and risks of doing business in Malaysia

- Understand the trends and demographics impacting the Malaysia BPO, Call Center, and Data Center market in 2011 to 2015.
Note: Product cover images may vary from those shown
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Section 1. The Big Picture

Why this Market is Important
Line of Sight of Malaysia’s Call Center Market
SWOT Summary
- Strengths
- Weaknesses
- Opportunities
- Threats
Call Center Outsourcing in Malaysia
What Services Do Outsourced Call Centers Provide in Malaysia
Challenges to Expansion of the Outsourced Call Center Market in Malaysia

Section 2. Trends Impacting the Malaysia Call Center Market

Customer Satisfaction Remains the Highest Priority
Growth in Self Service
Managing Agent Development
Social Networking Customer Interactions
We expect a significant increase in outbound customer contact activity

Section 3. Key Metrics and Forecasts for Malaysia’s Call Center Market to 2015

Growth in Number of Contact Center Agent Positions
Growth in Number of Call Centers in Malaysia
Growth by Interaction Types
Contact Center Technology Spending Growth by Industry
Contact Center Technology Spending 2008 – 2015
Planned Spending Increases in 2011-2012 by Types of Call Center Technology
Call Center Consulting and Services Spend

Section 4. Key Metrics and Forecasts for Malaysia’s Data Center Market to 2015

Methodology and Research Approach
Analysis Methods
Information Sources
Survey Period
Notices and Copyright Information

Table of Figures

Figure 1. Overview of Malaysia’s Call Center Industry
Figure 2. Malaysia’s Call Center Landscape
Figure 3. Revenue for Outsourced Call Center Services in Malaysia, 2009 to 2015F (sample chart)
Figure 4. Functions performed by Malaysian Call Centers in 2010
Figure 5. Percentage of Malaysian Companies APRG Sampled Considering Outsourcing Call Center Services
Figure 6. Inhibitors to Growth of Outsourcing Call Center Functions in Malaysia
Figure 7. Percentage of Domestic Enterprise Contact Centers in Malaysia using Social Networks
Figure 8. Number of Call Center Seats in Malaysia, 2008 – 2015
Figure 9. Number of Call Center Centers in Malaysia, 2008 – 2015F
Figure 10. Growth by Call Center Interaction Types - 2009 to 2011
Figure 11. Expected 2012-2015 Growth in Call Center Technology Investments, by Industry
Figure 12. Call Center Technology Spending in Malaysia 2009 – 2015F
Figure 13. Planned Percentage Budget Increases for Call Center Technology in 2011-2012 in Malaysia
Figure 14. Spending for Contact Center Consulting and Services in Malaysia, 2009 – 2015F
Figure 15. Malaysia Data Center Technology Trends and IT Spending Forecast 2015
Figure 16. Cloud Data Center Spending Forecast 2012 – 2015
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown