In a recent media conference organised by
Teledirect Telecommerce Sdn Bhd (Teledirect), Senior Vice
President of Multimedia Development Corporation (MDC), Dato’
Narayanan Kanan and CEO of Teledirect, Laurent Junique offered
insights into the potential and challenges faced by Malaysia to
be a global outsourcing hub.
According to Junique, companies are choosing
to invest in outsourcing dollars because of the accessibility to
a reliable infrastructure that ensures effective and efficient
business operations at a lower cost, with greater flexibility.
By outsourcing transactional and administrative functions,
organisations are able to focus on their core business
operations and reduce operating costs.
Ranked third in A.T Kearney’s 2004 “Offshore Location
Attractiveness Index: Making Offshore Decisions”, behind
strongholds such as India and China, Malaysia has proven to be
an attractive destination for shared services and outsourcing. A
recent benchmark study by Deloitte Consulting also placed
Malaysia as a ‘clear favourite’ for outsourcing and offshoring
activities in the region, ahead of China, India and Singapore.
In 2003 ,Teledirect “felt conditions were right to start
offering regional and global contact centre support out of
Malaysia” and made Kuala Lumpur its regional operations hub.
MDC expects Malaysia’s outsourcing sector to grow at a rate of
more than 8% between 2003 and 2006.
Although attracting investors to operate in Malaysia’s
outsourcing industry was cited as the country’s main challenge
to become a leading global outsourcing hub, MDC acknowledges
that Malaysia is gaining recognition as a young and fast growing
outsourcing hub.
“It is always a win-win situation to both investors and Malaysia
because investors can build up the skills of their workers and
help boost the industry and economy. At the same time, they
increase their profits,” said Narayanan.
Junique and Narayanan echoed that Malaysia’s strengths should be
tapped and leveraged upon.
“Malaysia has the competitive edge as we hold a unique position
not only in Asia but the world. Teledirect is able to provide
linguistic support in up to 14 languages though their telephone
sales representatives (TSRs) by operating out of Malaysia.
Modern infrastructure, an attractive business environment
through the MSC, strong government support and low cost of
operations places the spotlight on Malaysia,” said Junique.
MDC’s Programme Director of Shared Services and Outsourcing, Rob
Cayzer who was also present said branding is one of the key
strategies in wooing investors. Corporations can help boost the
country’s image by attracting influx of investment into the
country.
In line with Teledirect’s business focus in ‘Sales Acceleration’
and recent achievement of its MSC status, the company believes
that this will strengthen its position and potential to help
companies achieve more sales faster. Teledirect acquires between
30 000 – 40 000 new customers in Malaysia and between 60 000 –
70 000 new customers in the region on behalf of their clients
every month.
Businesses which have capitalised on Teledirect’s services
include companies in the financial, information technology and
telecommunications sector.
Today, the company has a network of 7 contact centres in
Singapore, Malaysia, Taiwan, Thailand, Hong Kong, Philippines
and India.
Teledirect operates more than 900 workstations, 370 of which are
located in their fastest growing contact centre, Kuala Lumpur.
The company plans to build another contact centre which will
house 250 - 300 people in the next two years.
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