Global In-house Center (GIC) Landscape in Malaysia and Trends in Offshore GIC Market

10 Oct 2013
by Anurag Srivastava, Ritika Dhingra


Background and Context

The global sourcing market continues to evolve and grow rapidly in 2012 to reach a size of ~US$127 billion. While buyers leverage different sourcing models as per their objectives and requirements, the in-house model continues to be an integral component of this evolution

The success of the GIC model in India and Philippines led the buyers to explore other locations. While both these countries continue to lead GIC activity, companies also established GICs in other parts of Asia, Central and Eastern Europe, Latin America, and Africa.

One of the strongest contenders for Asian region is Malaysia, with significant GIC presence in the country. Due to its unique value proposition in terms of multi-lingual, multi-cultural capabilities, significant expertise, and supportive government bodies, the country is well established to support voice-based and non-voice work (mainly finance & accounting and application services). The market is also gradually expanding to offer high-end work such as analytics.

In the first section of this edition of the biannual GIC report, we analyze the offshore GIC landscape in Malaysia in terms of market size, historical growth, future growth expectations, landscape of GICs, functions supported, and key cities witnessing activity.

The report also provides an update on the global offshore GIC landscape, along with a view of the recent trends (2011 to H1 2013) in the GIC landscape.

Distribution of offshore GIC locations


This research leverages Everest Group’s proprietary GIC database, the industry’s most comprehensive database on GICs. The analysis is based on GICs providing offshore delivery of global services, and excludes shared service centers that serve domestic operations.

  • Data from the GIC database and Everest Group’s experience in the GIC segment have been supplemented adequately by interactions with GICs and service providers on key topical themes of the study
  • This report is relevant to a broad set of stakeholders – buyers/parent organizations, service providers, GIC organizations, and industry influencers (investors, industry bodies, etc.)

Number of leading offshore GICs in Malaysia


This report provides an in-depth analysis of the GIC landscape and trends in Malaysia, covering market size and growth, distribution of GIC landscape, and comprehensive information on industry verticals. The report also covers a detailed analysis of the overall offshore GIC market and trends, besides providing detailed profiles of the GIC landscape in six key industry verticals – Banking, Financial Services, and Insurance (BFSI); Energy and Utilities; Healthcare; Manufacturing, Distribution, and Retail (MDR); Technology; and Telecom. The study concludes with an analysis of the recent trends (2011 to H1 2013) within the GIC landscape.


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