Call Center & Telemarketing Insights

insights

Call Center / Telemarketing / BPO

In the midst of a pandemic, we are seeing an increase in jobseekers' interests in jobs that require less face-to-face interaction. Applications for call center / telemarketing type jobs increased more than 100% in the month of March and April.

Based on industry trends in Malaysia as well as FastJobs' proprietary data set, employers most commonly post jobs in the following months:

March / April: in conjunction with the release of SPM results
July / August: after the Hari Raya Aidilfitri festivities
October / November: as companies gearing up for the new year target, or new contracts are awarded to BPO

FastJobs' key user segments mainly comprise of jobseekers aged between 18 to 35 years of age. Jobseekers often apply for jobs after the Hari Raya Aidilfitri festivities, after SPM examinations as well as after the release of SPM results.

March / April: in conjunction with the release of SPM results
July / August: after the Hari Raya Aidilfitri festivities
December / January: after SPM exam

FastJobs also performed a salary benchmarking exercise between the three most reputable BPOs on FastJobs' platform.

Median salaries offered by these three companies are roughly on the same level
Company B tends to offer a higher starting salary for team leader / manager positions. This has been shown to be an effective retention strategy as Company B enjoys lower turnover as compared to Company A and Company C

In addition, FastJobs has seen an increase in the demand for individuals who are proficient in languages other than English and Malay.

Median salaries tend to increase based on availability of proficient speakers and writers of languages
For languages such as Japanese and Korean, higher salaries are needed to attract Customer Service Agents with the right level of proficiency