Industry outlook

Call center is one of the fast emerging sectors in the employment market at the moment. Research indicated that the market will grow and surpass the $5 billion mark this year.

The growth of the call center operation is mainly attributed to the outsourcing initiatives by companies which decided to focus on their core business and let a third party to handle their support function.

Best call center growth is seen in Asia, where 3 of the countries in the continent make up the most attractive destinations - China, India and Malaysia. With China considered a manufacturing haven, India a source for IT expertise, Malaysia emerges as one of the best call center outsourcing destinations in the world.

Malaysia’s major strength lies mainly in its diversity of cultures and languages.

Job & career profile

There are different types of call center operation, with each requiring different skill sets. However, for someone looking forward to a career in call center, knowing that the job involves a high degree of customer service and interfacing will be the good first step. Now, handling difficult customers may not be a cup of tea for everyone, so for some, it will be one stressful job.

While customer service is considered a core skill and a foundation for a good call center professional, different companies would require additional distinguished technical skills, depending on their service. Some of them include telephony services, operating systems (e.g. Windows, Linux), database (e.g. SQL, oracle), network (e.g. Cisco) and so on.

Growth opportunity

When mastered correctly, a call center job can be fulfilling and satisfying, both mentally and financially. Competent call center executives will find themselves quickly climbing the ladder to a team leader, supervisor, operations manager, problem manager, and higher ranks.

Many companies also adapt the approach of promoting their employees from within the organization. Only when there is no suitable internal candidates, they will pursue to get talents from other companies. Some of the very successful call center managers went on to set up their own company and provides high profit margin call center business.

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