Top 15 Call Centers in Malaysia

A Guide for Global Businesses

Expanding your business globally often means ensuring your customer support is reliable, efficient, and culturally aligned. Malaysia has rapidly emerged as a hub for call center services, offering skilled professionals, multilingual support, and modern infrastructure for global companies. Whether you’re handling inbound queries, outbound sales, or technical support, outsourcing to Malaysian call centers can enhance your customer experience while allowing your team to focus on core operations.

In this guide, we have highlighted the top 15 call center companies in Malaysia, providing insights into their services, experience, and operational strengths. We also include tips for choosing the right partner and an alternative solution for hiring Malaysian customer service employees through FastLaneRecruit’s EOR service.

Why Outsource Call Center Services to Malaysia?

1. Skilled Workforce
Malaysia has a large pool of well-educated professionals who speak English fluently and are trained in customer experience (CX), technical support, and sales. This means your customers can interact with knowledgeable agents who understand how to solve problems quickly and politely. For example, if your company expands to Southeast Asia, Malaysian call center agents can provide support that feels professional and culturally aware.

2. Advanced Infrastructure
Malaysian call centers are equipped with modern offices, cloud-based software, and omnichannel systems that allow agents to handle calls, emails, chats, and social media messages all in one place. This ensures smooth operations and helps your business provide fast and reliable customer support across multiple platforms.

3. Cultural Alignment
Many Malaysian professionals are familiar with international business practices and customer expectations. This cultural understanding helps maintain a consistent service quality for global clients, reducing misunderstandings and improving customer satisfaction. For instance, a Malaysian CX agent can communicate effectively with customers in the U.S., Europe, or Asia without losing professionalism or context.

Also Read: The Ultimate Playbook for Building and Integrating Offshore Teams (Singapore Edition)

4. Operational Flexibility
Outsourcing to Malaysia gives businesses the ability to scale teams up or down depending on demand. You can add more agents during peak seasons or scale back during slower periods without worrying about long-term contracts or HR management. This flexibility helps optimize costs while ensuring your customer support always meets demand.

5. Compliance & Security
Many Malaysian call centers follow internationally recognized standards such as ISO 27001 (information security), PCI DSS (payment security), and GDPR (data protection). This means your customers’ data is handled securely, giving both your business and clients peace of mind.

6. Proven Results
Outsourcing partners in Malaysia have a track record of delivering measurable results. They improve operational efficiency, reduce response times, and enhance overall customer satisfaction. Companies that have partnered with Malaysian call centers report faster problem resolution, higher customer loyalty, and better metrics in sales or service performance.

Top 15 Call Center Companies in Malaysia

1. Hugo Inc. – Kuala Lumpur

Hugo Inc. is a leading provider of customer support, data solutions, and marketplace operations. Trusted by global brands such as Meta and Google, Hugo excels at managing high-performance teams that deliver exceptional customer experiences. They are known for their accuracy, achieving 99.8% order processing precision, and their ability to integrate seamlessly with clients’ systems to boost efficiency.

2. SupportYourApp – Kuala Lumpur

SupportYourApp specializes in 24/7 customer support, technical assistance, and CRM setup. Their teams are multilingual and scalable, providing tailored solutions for companies of all sizes. They follow strict ISO 27001 and GDPR compliance standards, ensuring data security while delivering up to 54% faster resolution times for customer queries.

3. Upstream BPO – Kuala Lumpur

Upstream BPO offers inbound and outbound call center operations, telemarketing, and customer support services. Known for their flexibility and reliability, they receive 90% positive feedback from clients for maintaining high service levels during peak demand periods. Their teams are trained to handle complex customer interactions efficiently.

4. Helpware CX – Kuala Lumpur

Helpware CX provides customer care and back-office outsourcing solutions for global businesses. Reviewers consistently highlight the company’s proactive approach, strong project management, and ability to customize solutions according to client needs. Their service model ensures seamless integration with clients’ internal teams.

5. Customer Connect Malaysia (CCM) – Kuala Lumpur

CCM specializes in inbound and outbound services and offers insourcing solutions, where they recruit and train agents for clients’ existing contact centers. Their flexible model helps organizations enhance growth and revenue, delivering exceptional customer service while reducing operational burdens.

Also Read: Building a High-Performing Offshore HR and Payroll Management Team in Malaysia (Singapore Edition)

6. Transcosmos Malaysia – Malaysia

Transcosmos Malaysia provides integrated call center operations across multiple channels. With over 45 years of experience in Asian markets, they offer scalable customer experience solutions that help businesses manage customer interactions efficiently while maintaining high satisfaction levels.

7. VPO Services Sdn Bhd – Kuala Lumpur

VPO Services delivers customer service and telemarketing solutions with a strong focus on talent development and quality service. Their comprehensive support helps clients across the Asia-Pacific region improve customer engagement and business performance.

8. Select VoiceCom – Kuala Lumpur

Select VoiceCom specializes in call center and telemarketing services, offering tailored solutions for businesses looking to increase customer satisfaction and sales. Their approach has resulted in a 25% boost in client sales conversions and improved overall customer engagement.

9. HelpSquad – Kuala Lumpur

HelpSquad provides inbound/outbound support and chat services, offering culturally aligned teams for global clients. With 100% reviewer satisfaction, they are praised for their effective project management, responsiveness, and ability to adapt services according to business requirements.

10. Business & Services Solutions – Kuala Lumpur

Business & Services Solutions focuses on customer support and technical assistance, delivering solutions that align strategically with clients’ operations. Approximately 90% of feedback highlights their technical expertise, proactive service approach, and ability to improve operational performance.

11. ENVO BPO – Petaling Jaya

ENVO BPO offers customer support, telemarketing, and lead generation services for small and medium enterprises. Known for their professionalism and adaptability, they provide tailored solutions to meet specific client needs, helping businesses enhance customer experience and operational efficiency.

12. Simply Contact – Kuala Lumpur

Simply Contact specializes in inbound and outbound call handling, multilingual customer support, and telephonic services. They have a 95% positive client feedback rate and are recognized for improving customer satisfaction scores through efficient communication and proactive service management.

13. Significo – Kuala Lumpur

Significo provides inbound call center and CRM services with a focus on timely and responsive support. Clients consistently praise their professionalism, adaptability, and ability to align with business needs, which helps enhance customer loyalty and operational efficiency.

14. Scicom – Kuala Lumpur

Scicom offers customer support and call handling, with multilingual teams capable of supporting diverse markets. They are known for their adaptable project management and flexibility, helping businesses maintain consistent service quality across multiple regions.

Also Read: Building a High-Performing Offshore Executive Admin Team in Malaysia (Singapore Edition)

15. Valoris Center – Kuala Lumpur

Valoris Center delivers inbound/outbound call center operations and telemarketing services. Clients appreciate their flexibility and strong project management, with 85% of feedback highlighting excellent service and responsiveness, making them a reliable partner for scalable customer support.

Tips for Choosing the Right Call Center Partner

1. Assess Expertise

Not all call centers are the same. Look for providers with experience in your industry and a proven track record of handling your type of support channels, whether it’s phone, chat, email, or social media. For example, if you run an e-commerce business, a provider experienced in order management and returns handling can resolve customer queries more efficiently.

2. Check Compliance & Security

Security is critical when handling sensitive customer data. Make sure the provider follows international compliance standards such as ISO 27001 (information security), PCI DSS (payment security), or GDPR (data privacy). This protects both your company and your customers and reduces risks of data breaches or legal issues.

3. Evaluate Multilingual Support

If your business serves customers across different countries, multilingual support is a must. Check whether the provider has agents fluent in the languages of your target markets. For instance, Malaysian call centers often offer English, Malay, Mandarin, and Tamil, which can help your brand communicate effectively with diverse audiences.

4. Review Performance Metrics

Ask potential partners for their key performance indicators (KPIs), such as average response times, first-call resolution rates, and customer satisfaction scores. These metrics help you gauge whether they can maintain high-quality service. For example, a call center boasting 90% first-call resolution is more likely to leave customers satisfied than one with inconsistent results.

5. Consider Cultural Fit

The right call center should align with your company’s values, communication style, and brand personality. Teams that understand your business culture can reduce miscommunication, enhance customer interactions, and maintain a consistent brand voice. For example, an agent trained in your service tone can make support interactions feel natural and trustworthy.

6. Scalability & Flexibility

Your business needs might change depending on seasons, product launches, or marketing campaigns. Choose a provider that can scale your team up or down without long-term commitments. For example, during a holiday season, having extra agents ready to manage high call volumes can prevent long wait times and improve customer satisfaction.

Also Read: The Ultimate Playbook for Building and Integrating Offshore Teams (Hong Kong Edition)

7. Leverage Trial Periods

Before committing to a long-term partnership, consider starting with a pilot project or trial period. This allows you to evaluate the provider’s responsiveness, service quality, and integration with your operations. You can test everything from call handling efficiency to reporting accuracy before making a final decision.

Alternative Solution: FastLaneRecruit’s EOR Service

For global businesses looking to hire Malaysian customer service employees directly without the hassle of setting up a local entity, FastLaneRecruit’s Employer of Record (EOR) service offers a seamless solution. This service allows you to expand your team quickly while staying fully compliant with local laws and regulations.

Key Benefits of FastLaneRecruit’s EOR Service:

1. Compliance with Local Labor Laws
FastLaneRecruit ensures that all employment practices, contracts, and statutory contributions are fully compliant with Malaysian labor laws. You don’t need to worry about navigating local regulations, payroll requirements, or mandatory employee benefits; everything is handled by experts.

2. Full Payroll, Benefits, and HR Management
The EOR service takes care of payroll processing, employee benefits, leave management, and HR administration. This means you can focus on running your business and growing your team without dealing with day-to-day HR complexities.

3. Quick Onboarding with Operational Control
FastLaneRecruit enables fast hiring and onboarding of Malaysian customer service professionals. While they manage the employment and administrative tasks, your business retains full operational control, you decide how your team works and integrates into your operations.

4. Access to Skilled Malaysian Talent
Malaysia has a highly educated, English-proficient workforce experienced in customer experience, technical support, and sales. Through FastLaneRecruit, you can tap into this talent pool without worrying about legal or logistical barriers, giving your business immediate access to top professionals.

5. Flexible Expansion
Unlike traditional expansion, the EOR model allows you to scale your team up or down as business needs change, without long-term commitments, setup costs, or establishing a local company. This flexibility makes it ideal for seasonal peaks, project-based work, or testing new markets.

Take the Next Step
Partnering with FastLaneRecruit as your EOR lets you hire skilled Malaysian customer service employees quickly, efficiently, and compliantly, while keeping your focus on business growth.

Explore FastLaneRecruit EOR Services Today!

Conclusion

Malaysia offers world-class call center services with a combination of skilled talent, advanced infrastructure, and culturally aligned teams. By carefully evaluating providers and following best practices, global businesses can achieve exceptional customer experiences while focusing on their core operations.

Hire Malaysian talent directly with FastLaneRecruit’s EOR service, and your business can scale efficiently and maintain high standards of customer support. Contact us for a free discovery call!