Contact Center Solutions Featured Article

Malaysian BPO Sector on the Path toward Upgrade and Modernization

May 08, 2013

In the face of rising competition from neighboring Asian countries, especially Philippines, the Malaysian BPO industry has identified a need for adopting an improvement-focused strategy. Accordingly, The Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) has brought on COPC (News - Alert) Inc, a Texas-based international customer service consulting firm for consultations. The COPC recommendations are expected to equip the country with an improved BPO structure and framework and with that the country hopes to reinforce its position in the Asian BPO space.

COPC helps customer contact center and business process outsourcing (BPO) companies redesign their operations for increased profits. The company offers consultation, training and certification services. Its team includes more than 100 consultants, who deliver services in over 50 countries. This time, the company is helping CCAM improve the operations and infrastructure of the Malaysian contact center and BPO industry.

COPC has already worked out Performance Improvement Criteria (PIC) for a pilot program in Malaysia. CCAM is going to endorse the new PIC, according to a news statement.

The COPC PIC prescribes industry best practices, which are expected to enable the country to manage all of its contact centers more effectively. The COPC PIC will also help the industry identify the factors that may affect the performance.

With the implementation of COPC PIC, Malaysia’s contact centers and BPO organizations are likely to experience an array of new benefits, including increased customer satisfaction, lowered cost to serve, improved operational performance and reduced staff attrition.

The prescribed operational requirements are based on the COPC’s Customer Service Provider Standard, a highly regarded performance management system for customer contact centers. The framework is suitable for both small and large contact centers and business process outsourcing organizations. Based on its framework, COPC offers recommendations, which are not only easily implemented, but are also affordable.

Ian Aitchison, COPC CEO for the Asia-Pacific region, pointed out that COPC’s goal is to ensure that its approaches are uniformly adopted by all call centers throughout the country. This in turn will ensure that every organization is able to benefit from its methods, driving improvements in service, quality, cost and customer satisfaction.

Organizations implementing the COPC PIC will have the opportunity to compare their performance against world-class operations. Then they can work toward achieving those standards in their centers.

 “Malaysia is already a leader in the Asia-Pacific region and our work with COPC Inc will provide a structure and a framework for all contact centers, regardless of their size or location,” CCAM president Mohd Irwan Rizal said in a statement.

“We are excited about the improvement the COPC PIC will bring to our members and the industry as a whole,” Rizal added.




Edited by Blaise McNamee

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