Call Center Business in Pakistan

This is a very interesting question. Let’s start through the lens of statistics. What are the different types of call centers running in Pakistan? This will help to understand the call center business in Pakistan.

Primarily, there are 4 types of call center businesses in Pakistan. Therefore, let us evaluate each one separately.

 

Private companies having call centers for consumer support

Majority of the private companies in Pakistan have a call center. Call center acts as a bridge between the consumers and the company. For the most part, the call center is an inbound call center operation. Hence, these private companies use a local number or a UAN number. The consumers call up the help line. The help line handles requests, inquiries or complaints.

Majority of the call centers of the private companies are not high-end. Both in terms of processes and technology. They also hire fresh graduates at lower paying salaries. Consequently, majority of fresh hires leave for better opportunities within 1 year. Intermediate students in call center jobs is a norm.

Keeping good talent is a challenge. Call Centers give a good environment. Or keep the pace with activities. Some people love the atmosphere. Many do not comply. This is business. A reality check.

 

Call centers for large-scale businesses in Pakistan

Large and international companies working in Pakistan have sophisticated call centers. Call centers are both inbound and outbound call centers. Call centers connect support product sales and support.

Banks and international organisations like Coca-Cola and Nestlé have decent size call centres in Pakistan. The largest call centres are of banks and the telecom service providers. Call center business in Pakistan depends on these large businesses.

The objective of the call centres is engaging with customers and providing them with best services. Volumes of calls per day is gigantic. Additionally, number of seats increase each year. Senior level resources manage the call centers.

Other departments co-exist in the call center space like quality assurance and other departments.

The salaries are competitive. And people enjoy working in these environments. The skills of these individuals are exponentially better. Customers enjoy the quality of services being provided. Extensive training workshops take place. Continuous improvement takes place each quarter.

If you are looking forward to joining this versatile business segment, then we do recommend professional classes to improve communication skills. Develop the skills of communication.

 

International companies running call centers for their internal customers from Pakistan

Many of international organisations have a local presence in Pakistan. Call centers typically focus on the internal customers. An example of this is a local hospital in Australia. It is owned by a Pakistani national who now resides in Australia. Hospital has over 200 people working in the hospital. All of the IT and billing concerns route to a small call center operations in Pakistan. As a result, main reason behind having a separate call center dedicated for internal customers in Pakistan is cheap and reliable labor. And with the cheapness you also get quality of services.

This call centre type is drastically different in the call centre stated above. The objective of these call centres is different. They engage with internal customers and provide quality of service. They understand the processes and culture of the company. Even more, call center business in Pakistan thrives in this segment.

 

Outbound call centres for sales

A very high-end market is doing outbound sales through telemarketing. Over the last 10 years Pakistan has seen exponential growth in these businesses. And also very strong decline. Some of the major players in Pakistan is Ovex and TRG. Both of them are doing well irrespective of the economy. They hire a lot of people for different outbound campaigns.

They make money through sales engagements. Everything is about sales. Various call center campaigns running from Pakistan testifies to the market strength.

 

BPO markets

A company like TRG wins contracts all across the world. Local call center in Pakistan support the new companies. An example of this is a customer in Nigeria. This is only an example. Nigeria company runs a telecom service operations. With the new purchase, Other customers can call up a local number and it gets routed to Pakistan. This is called BPO markets. BPO stands for business processing outsourcing. The objective is to outsource your business processing to other countries that are cheaper and more reliable.

BPO markets is not only limited to simply call center outcomes. The call centre can actually have a technical skill set as well.

 

Current Outlook of Contact Center Business Market in Pakistan

Deciding what type of contact center business are you trying to move into. Each has its own dynamics and agendas. The best bet is to understand what segment are you interested in serving and then work up the model. Certainly, call center business in Pakistan is evolving.

Technology becomes expensive if you want the entire bells and whistles. If that is not the case then you can get cheap call center technologies.

People are also cheaper and good resources are a bit expensive. This depends on the call center market. Some companies pay more since the service matters. This is not the case in sales. Furthermore, incentives drive sales. You can hire cheaper resources and gives incentives.

 

If you are building or deploying a call center in Pakistan, please share your experience. Like to hear from experts and business owners using call center from Pakistan.