The call centre business in Pakistan has seen rapid growth over the past few years. With increasing digitalization, outsourcing trends, and a skilled youth population, Pakistan has become a strong hub for local and international customer support services. From small startups to large tech companies, many organizations are now investing in professional call center setups to handle customer service, sales, and technical support operations.
Why Pakistan is Ideal for Call Centre Business
One of the biggest strengths of Pakistan is its large English-speaking workforce. Every year, thousands of young graduates enter the job market with strong communication and IT skills. This provides call center companies with a ready pool of trained staff. Additionally, Pakistan’s labor cost is affordable, which helps companies offer competitive call center outsourcing services compared to other countries.
Another advantage is improved internet connectivity. Previously, slow internet was a major challenge, but now cities like Lahore, Karachi, Islamabad, and Rawalpindi have access to fast fiber-optic internet, making call center operations more efficient and stable.
Types of Call Centres in Pakistan
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Inbound Call Centres:
Handle customer queries, complaints, product information, and service assistance. -
Outbound Call Centres:
Focus on sales calls, promotional campaigns, feedback surveys, and appointment scheduling. -
International Call Centres:
Provide services to clients in the USA, UK, UAE, Canada, etc. -
Local Call Centres:
Serve Pakistani companies such as telecom networks, banks, e-commerce platforms, and online services.
How to Start a Call Centre Business in Pakistan
Starting a call centre business in Pakistan requires planning and the right setup. Below are the key steps:
1. Business Registration
Register your company with SECP and obtain a Call Centre License from PTA. It is important to ensure legal compliance, especially for international calling.
2. Select Office Location
Choose a location with reliable internet and uninterrupted electricity. Popular areas include:
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Karachi (Shahrah-e-Faisal, Gulshan, Clifton)
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Lahore (Gulberg, Johar Town, DHA)
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Islamabad (Blue Area, I-10, F-11)
3. Equipment & Software
Essential equipment includes:
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Computers/headsets
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High-speed internet
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VoIP calling system
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CRM software for call management
4. Hire and Train Staff
Staff training is crucial. Agents must learn:
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Customer etiquette
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Accent neutralization
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Call handling scripts
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Sales or support techniques
5. Marketing and Client Acquisition
To grow your call center, build strong marketing strategies:
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Create a professional website
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Target international clients on LinkedIn and Upwork
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Offer trial projects to build trust
Benefits of Call Centre Business in Pakistan
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Low startup investment
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High demand for outsourcing
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Opportunity for export remittances
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Employment generation for youth
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Work-from-office and remote setups are possible
Challenges to Consider
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Time zone differences for international clients
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Staff turnover rates
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Maintaining consistent call quality
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Managing data security and customer privacy
With the right training and management, these challenges can be handled effectively.
FAQs
Q1. Is the call centre business profitable in Pakistan?
Yes, it can be highly profitable due to low operational cost and high global demand for customer support outsourcing.
Q2. Do I need a license to run a call centre in Pakistan?
Yes, international call centres require a PTA Call Centre License. Local call centers may operate under standard business registration.
Q3. How many employees are needed to start?
You can start with 5 to 10 agents and expand gradually as you get more clients.
Q4. Can call centres run remotely?
Yes, many call centres now operate in hybrid or fully remote models using VoIP and cloud-based CRM tools.
