BPO Services Malaysia

Scope and employment model are the two differences.

Scope: Payroll Outsourcing is a single function - monthly payroll processing, statutory contributions, payslip distribution, year-end filings. BPO is open-scoped - any recurring business process: HR operations (benefits, leave, employee data, onboarding, HRIS), office administration (receptionist, switchboard, mailroom), document admin (data entry, expense processing, filing), customer or finance support, and statutory and compliance reporting.

Employment model: Under PO your workforce stays in place - your employees remain your employees and we only process their payroll. Under BPO the staff delivering the outsourced function are our employees, hired and managed by us. When you outsource reception, document admin, or customer support, the people doing that work are on People Profilers' payroll, not yours. (Within BPO, a payroll-only sub-scope works the same as PO; everything else works as a true function transfer.)

Both services run under the same legal entity (People Profilers (Services) Sdn. Bhd., SSM No. 202301013635 (1507557-T)) with the same commercial framework - engagements have a 12-month minimum term with one month's fees held as a refundable security deposit. Many clients start with Payroll Outsourcing and expand into BPO as the relationship matures. For a different model where you've identified a specific individual you want PP to employ on your behalf (typically for market expansion without your own local entity), see our Employer of Record service.

People Profilers is the legal employer of the staff who deliver your outsourced BPO function. When you hand a recurring process over to us - reception coverage, document admin, customer service, finance support, office administration, or similar - the people who carry out that work are our employees, hired and managed by us. We hire, train, retain, and direct them; you receive the function delivered to documented SLAs.

Your existing employees in functions you keep in-house remain your employees under your existing terms. Only the headcount delivering the outsourced function sits on PP's payroll. (One exception: if your BPO scope is purely payroll administration, your team stays in place and we only process their payroll on your behalf. That's the narrower-scope Payroll Outsourcing service.)

Malaysia BPO is delivered through People Profilers (Services) Sdn. Bhd. (SSM No. 202301013635 (1507557-T)), registered with SSM (Suruhanjaya Syarikat Malaysia) to provide manpower contracting and HR outsourcing services - the appropriate framework for providing outsourced business services. For multi-country engagements, the relevant in-country PP entity is the legal employer in each market (Malaysia, Thailand, Vietnam, Indonesia). For the EOR model where you've identified a named individual you want PP to employ on your behalf (typically for market expansion without a local entity), see our Employer of Record service.

Both services have People Profilers as the legal employer of the staff delivering the work. The difference is process ownership and how you engage with those staff.

Remote Talent Solutions (RTS) gives you named individuals integrated into your team. You see their names, you direct their day-to-day work, you onboard them into your tools and workflows. They become part of your team in everything except the employment contract (which sits with our local PP entity for compliance). Pricing is per-head, billed monthly. RTS suits employers who want to reduce labour cost on a function they already run by using geographic arbitrage (hiring in Vietnam, Indonesia, Malaysia, or Thailand) while keeping operational control in-house.

BPO transfers the entire function to People Profilers. We take ownership of the process - staffing it, managing it, delivering to documented SLAs and reporting monthly KPIs. You don't see or manage individual staff; you receive outcomes. Pricing is per-process or per-cycle. BPO suits employers who want to hand a function over completely - reception coverage, document admin, payroll, HR operations, customer support, rather than supplement their existing team with named hires.

If you want named individuals on your team at lower regional cost, take RTS. If you want a function delivered with SLAs and no day-to-day involvement in the people, take BPO. Both run under the same legal entity and 12-month minimum term framework - we can also start one way and evolve the engagement as your needs change.

A monthly fee against a documented service level, on a twelve-month minimum term with a one-month refundable deposit. The fee reflects the staffing model we have to build: language mix, hours of coverage, and the cover required for absence and turnover.

Employer statutory cost is inside the fee rather than added later, since the staff are our employees. That includes EPF, SOCSO, EIS and the HRD Corp levy.

Where the engagement includes structured training, it is worth checking at scoping whether it is HRD Corp claimable. Most employers underclaim.

Staff delivering your function work to your access rules, not ours. Systems access is provisioned in your environment under named accounts, and revoked the day someone leaves our team.

Where the work touches personal data of your employees or customers, the handling terms sit in the engagement letter rather than being assumed, including what may be accessed from outside your systems.

Records are retained in an audit-ready form for the period your policy requires and can be produced on request.

In stages, by process, never all at once. We take one function live, run it against the agreed service level for a full cycle, then move the next. Consolidating several vendors in a single cutover is how service levels get missed in the first month.

Where a process is moving from your own staff, we run it in parallel before switching, so any gap between the documented process and the actual one surfaces while both teams still exist.

Timing around the festive calendar matters in Malaysia. We avoid cutting over a customer-facing desk in the fortnight around Hari Raya or Chinese New Year, when both coverage and recruitment are at their thinnest.