By the year 2012, the BPO and the Contact Center will be contributing more than 30% of revenue to the Malaysian economy. The recession proof industry has in fact registered growth during the times when many companies are downsizing and cutting budget.

As the World progress, the need for this industry grows along with it. People are becoming extremely “addicted” to the ease and the comfort that the services of this industry provide. With time no longer a luxury in these times, this is the best and most effective manner in which the Customer can get things done. There are currently 600 BPO & Contact Centers in Malaysia providing 25, 000 jobs.

So wide and far is the reach that, it is believe by the year 2015 almost every industry in the World will be directly or indirectly link to the BPO and Contact Center industry. The main issue faced by this industry is the fact that it still lacks the right people for the job. There are no direct qualifications into the BPO and Contact Center Industry hence making it a lot harder to get the right people for the job.

Recognizing its potential and growth the Government has step up and is getting its various education arms to support the industry. Among them is the PSDC ‘s INSEP (Industrial Skills Enhancement Program) that provides the Customer Care Management program. It is a two months long program that prepares young graduates for the industry. MDEC (Multimedia Development Corporation) are also providing a six week Contact Center Certification program as well.

With the right support and plans, the right people will be developed and this will propel the industry into the next level. In the times where the Experience Economy rules, it is a certain that the industry will continue to boom and provide the kind of services and will make the industry of the future.