The call centre business in Pakistan has grown rapidly in recent years, emerging as a key contributor to the country’s service sector and digital economy. With its young, English-speaking population and affordable operational costs, Pakistan is increasingly becoming a hub for business process outsourcing (BPO), particularly for voice-based services.
Industry Overview
Pakistan’s BPO sector, especially call centres, caters to clients from North America, the UK, the UAE, and Australia. Over 2,000 registered call centres operate across the country, primarily in cities like Islamabad, Lahore, and Karachi. The industry provides over 100,000 direct jobs and generates an estimated USD 250 million annually, growing at a rate of 15% per year.
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Types of Call Centres
- Inbound Call Centres: Handle customer queries, complaints, and technical support.
- Outbound Call Centres: Focus on telemarketing, surveys, and lead generation.
- Hybrid Call Centres: Combine both inbound and outbound services.
- Virtual Call Centres: Operate remotely with staff working from home, increasingly common since the pandemic.
Why Pakistan Is a Preferred BPO Destination
Several factors make Pakistan a competitive outsourcing option for call centre services:
| Factor | Advantage for Call Centres |
|---|---|
| Workforce | Young, English-speaking, tech-savvy talent |
| Cost | Lower salaries and operational expenses |
| Government Incentives | Tax exemptions, SECP & PSEB support |
| Time Zone | Ideal for US and UK business hours |
| IT Infrastructure | Rapid internet penetration and VoIP access |
Legal Requirements to Start a Call Centre
To establish a call centre in Pakistan, the following steps are required:
- Register your company with SECP.
- Obtain NTN and Sales Tax numbers via FBR.
- Apply for a call centre license from PTA.
- Register with Pakistan Software Export Board (PSEB).
- Ensure compliance with international data protection laws if working with global clients.
Equipment and Software Needed
Call centres require the following basic setup:
- High-speed internet (fiber recommended)
- VoIP setup and IP phones or softphones
- CRM or call management software (e.g., Vicidial, Zoho)
- Power backup (UPS or generators)
- Workstations and headsets
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Challenges in the Sector
Despite growth, the industry faces challenges:
- Power and internet outages in smaller cities
- Retention issues due to night shifts
- Lack of structured training institutions
- Concerns over data security for international clients
- Unregistered or scam operations damaging the industry’s image
Future Outlook
Pakistan’s call centre sector is expected to continue expanding due to increased global demand for outsourced customer support, low operational costs, and better digital infrastructure. With growing freelancing platforms and government-backed IT policies, the country is positioning itself as a rising BPO hub in the region.
Conclusion
The call centre business in Pakistan is a promising and scalable opportunity for both local entrepreneurs and foreign investors. Backed by a strong workforce, cost efficiency, and digital potential, it offers high returns and long-term growth in the global outsourcing industry. Keep visiting: Bloom Pakistan
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