Running a Contact Center Business in Pakistan: What You Need to Know

Pakistan’s telecommunications industry provides reliable services to support contact center operations. If you are planning to start a call center business in the country, you can find a good telecommunication service or internet provider that suits your needs. Pakistan has a thriving business process outsourcing industry despite the limitations of its infrastructure and business climate.

However, running a viable call center operation is more than just the infrastructure. There are other factors to take into account, especially related to regulations, employee conditions, and uncertainties.

Dealing with multiple regulations

The main laws and regulations that govern contact center businesses in Pakistan are the telecom consumer protection regulations issued by the Pakistan Telecommunication Authority (PTA) in 2009. These regulations lay out the guidelines for call center operation and management, including the requirements for data protection, customer privacy, and complaint resolution. All businesses in Pakistan should also be in line with the Companies Act of 2017.

Aside from the local laws and regulations, a contact center that serves clients overseas should also follow international regulations and standards such as the Payment Card Industry Data Security Standards (PCI DSS), the General Data Protection Regulation (GDPR), and other regulations.

Call center operations that serve the United States should also comply with the Telephone Consumer Protection Act (TCPA). This law protects consumers from phone call inconveniences and encumbrances. TCPA compliance entails that a call center should not be using automatic telephone dialing systems and calling at inappropriate times. Also, this law compels contact centers to disclose their details, including their names and contacts.

It is important to ascertain that your business abides by all applicable laws and regulations locally and internationally. One violation can be enough to overturn your business.

High employee turnover

Pakistan has a large pool of talents ready to make contact center operations one of the revenue generators for the country. This is mentioned in the report “Business Process Outsourcing: A Case Study on Pakistan’s Outbound Call Centers,” published in the Journal of Resources Development and Management.

However, Just like the situation in other parts of the world, many view call center work as a temporary occupation, not a long-term career. As such, employee turnover is quite high. Most employees eventually leave for a different career path after some time. This usually happens because many employees are unable to cope with irregular work schedules. Others move to other contact center companies because they are offered higher salaries. There are also those who leave because of poor workplace conditions.Call center operators must be ready to address these challenges by offering acceptable work conditions and salary packages. They should also provide adequate training and opportunities for growth.

Addressing uncertainties

Unlike in India and other countries in Asia with more attractive BPO industries, starting a contact center in Pakistan can be quite challenging. Gaining the trust of clients is not going to be easy. It is uncertain if the business will survive and thrive. However, it is not impossible to succeed with diligent regulatory compliance, good relations with employees, and strategic business planning and decision-making.