The costing of any call center set up in Pakistan really depends upon the type of call center that you are trying to set up. Call center setup cost in Pakistan depends upon different services you intend to add into the call center operations.
Call center costing is just one component of how to start a call center business in Pakistan.
Costing setup depends on services needed by call center. Technology drives call center services. So the first step is to know the systems that you need. From there you can get a basic understanding of the core pricing and then work your way up.
Call Center Setup in Pakistan – Key Components and Costs
The following are the main components of setting up a call center in Pakistan. Call center setup in Pakistan – breakdown of the main components and respective costing. List is a comprehensive breakup of call center setup cost.
We are assuming that you know what type of call center you are trying to set up. We will walk through the basic costing first and then give you a comprehensive understanding of the accessories required. Call center market segment in Pakistan is evolving.
Dial Number – UAN / Toll / Regular Number
The contact center will require a basic number that people can dial into to reach your team of experts. Depending upon the total number of calls coming into your call center you would need to make a decision between having a regular number or a UAN number. You can also apply for a toll-free number.
You can talk to local service provider and open up different channels. The costing goes up as you add more channels to your call center. Initially, obtaining numbering scheme is the first main call center setup cost in Pakistan.
Let’s give you an example. If you have a small little call center and you expect 50 calls per day within 24 hours. Then you should at least have five people sitting on the call center and around 10 lines readily available. But again the dynamics would depend upon the type of business you are in and the total call volumes will be coming in. The average talk time also needs to be factored in. Dialing costing and setting up the telephony part is a major component of the Call center setup cost in Pakistan.
The difference between a UAN number and Toll Free is that in a Toll Free the company paid the entire cost for call. In UAN the dialer pays the call. Again, this part adds up the costing of the call center solution.
Are you interested in ensuring that all the calls that are placed into your contact center need to be recorded. And if so what is the type of calls that you would like to monitor and for how long. There are two types of systems. One service only does basic call recording. The other systems do retrieving of those calls and also has a quality assurance software to rate each single call.
Call recording systems can become expensive. Depends on the number of calls. And if there is need to record all calls. And then what is the extent of saving calls? If you have to save calls for a year and you have over 5,000 calls per day, you are taking an expensive call recording system. Call recording systems becomes a big call center setup cost in Pakistan.
IVR stands for interactive voice recording. Do you have a system where you want the caller to use your system electronically. The benefit is that the person will not be going to an agent and going into a system that provides immediate updates. Like a bank call center. The caller can get an update on his account without talking to an agent by simply going into the IVR.
Call center staffing
The solution and cost will be directly be proportional to the number of seats and agents that you require. If you require a small seat capacity then the solutions will be very small. If you’re going to be running a call center forward for above 500 people then the solution pricing goes exponentially high.
Depending upon the quality of the agents, staffing is a high call center setup cost in Pakistan. Quality call center training programs add to the overall cost.
Telemarketing / Outbound Services
If you are performing outbound services then there is an added component cost and also the cost of making those calls. Many BPO telemarketing campaigns run from Pakistan.
If you are going to go for International support, you will need the government of Pakistan approval. Add a license cost to it.
CRM / ticket management system
You will need a customer relationship management system to generate the complaints and log basic customer data. The costing depends upon the volume and the details of the relationship management tool. CRM is an important call center setup cost in Pakistan.
Small Call Center Setup – Costing for Smaller 10 seat Call Center
If you just need the basics then there are solution providers providing a complete basic call center suite technology solution under $10,000. This includes the servers and the configuration of inbound. This excludes the licensing and the telephony configuration from the local telephone operator.
Small call center setup means smaller seats. Smaller call centers requires basic telephony and routing equipment. Only difference is the scale.
Costing of Mid Tier Call Centers – 50 seat
The costing of a mid tier call center technology solution will range from $25,000 to $ 40,000.
Costing of Large Scale Call Centers
We recommend that you talk to large vendors for customized solution packages.
Call center solution provider in Pakistan
Very limited solution providers in Pakistan. Some have the software. And some boast of the hardware. You need a complete system integrator. Hence, call us for a free appointment. First, we document what you require based upon business needs. And then provide an estimate of all components required.
Please do share your experience in developing a call center. Is your pricing below or above the pricing stated? Like to hear about your call center setup experience in Pakistan!