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Call Centers in Pakistan

Altaf Khan

© Altaf Khan 2005-2006

Summary

Call center business is growing at a rapid pace in Pakistan. This article lists resources for call center entrepreneurs along with a table of call center/BPO service providers and info for those seeking jobs in the call centers of Pakistan.

Suggestions on finding the initial customers of a call center can be found in the article Finding Customers for a BPO Startup.

List of Call Centers/BPO Service Providers

A list of the top BPO service providers in Pakistan, including call centers, is available here. This list displays the location as well as the set of services that are on offer.

Resources for Call Center Startups

Call center outsourcing: How to retain employees. Sourcingmag.com (April 2006)
Setting up a Call Center in Pakistan: A Guide for Entrepreneurs and Businesspersons PDF (August 2005)
Offshore Prices in Asia for Voice, E-Mail Services. E-Commerce Times (December 2004)
Outsourcing Contracts: Protecting Project Information. E-Commerce Times (December 2004)
PTCL's Domestic and International Call Center Tariffs
Sources of Venture Capital
- TMT Ventures
Call Center Software Solution Providers in Pakistan:
- ZRG International
  The leading Pakistan-based solution provider
- 2B Technologies
  Another local solution provider
- Convergence
  Open source solutions
Call Center SW/HW Turnkey Solution Providers:
- National Engineers
  Cisco IPCC
- NCR Pakistan

Finding Employment (and Employees)

As the BPO sector in general, and the call center industry in particular continues to heat up, the number of job openings keeps on outstripping the number of qualified applicants. If you are one of those qualified applicants, you should take a look at the Web sites of individual companies for their lists of vacancies. You can improve your odds of finding an appropriate position by visiting the following job portals as well:

2nd Fastest GDP Growth

The economy grew 8.4% during the year ending June 2005. This growth is second only to China's 9.5%.

FDI Growth

Foreign direct investment grew by 34% in the telecom sector, 18% in financial services, and 14% in oil & gas during 2004-05.

Ease of Doing Business

World Bank's Ease of Doing Business Index ranked Pakistan 60th and India 116th among 155 countries. On Ease of Starting A Business, Pakistan stood 38th and India 90th.

High-Quality HR

A large number of CSR's in call centers possess college degrees.

Low-Cost HR

Companies here enjoy a wage-advantage of around 30% over India. The turn-over rates in call centers are less that half of those in India.

Attractive Infrastructure

Technology parks in major cities provide subsidized infrastructure and international connectivity.

Supportive Policies

Foreign investors are allowed 100% ownership of equity in IT/ITeS companies along with 33% annual depreciation of equipment and 100% repatriation of earnings.