Major Destination for Call Center Outsourcing
Pakistan has emerged as a major destination for international call center outsourcing in recent years. With a young, educated, English-speaking population and significantly lower costs than other outsourcing locations, Pakistan provides an attractive option for companies looking to set up offshore contact centers. The call center outsourcing services in Pakistan such as TBC have expanded rapidly, creating thousands of jobs and opportunities while also helping to showcase the country’s talented workforce.
Cost Advantages over Other Outsourcing Destinations:
One of Pakistan’s greatest assets in attracting call center outsourcing is the substantial cost savings it offers compared to India, the Philippines, and other popular outsourcing hubs. Labor costs in Pakistan can be 60% lower than in India, the predominant call center offshoring location. This is partly due to lower salaries, with the average call center agent in Pakistan earning $300-400 per month, compared to over $700 per month in India or the Philippines. Infrastructure and operational costs are also lower than in most other countries. This cost competitiveness allows companies to realize substantial savings and improves Pakistan’s advantage as an outsourcing destination.
Incentives Offered by the Government:
The government of Pakistan has introduced reforms and incentives intended to develop the IT and telecom sectors. Tax holidays have been offered to foreign IT and telecom companies establishing offices or contact centers in Pakistan. Exemptions have also been introduced on certain capital expenditures related to the establishment of call center facilities. The creation of IT parks and buildings equipped with the required infrastructure is also being prioritized. These incentives and reforms have played a key role in attracting major international companies to expand their operations or outsource call center services to Pakistan.
Growing Number of Foreign Companies Entering the Market:
Pakistan’s incentives and competitive advantages have succeeded in bringing many large multinational companies into the market. UK-based companies like Aviva and Direct Line have established substantial contact center operations in Pakistan. Global names like Nestlé, Engro Corporation, Shell, Standard Chartered Bank, and MoneyGram have also set up dedicated call centers catering to international customers. Local companies have also flourished with call centers focused domestically. Call center outsourcing services in Pakistan now cater to markets across North America, Europe, and Asia Pacific. With approximately 3,000 call centers operating nationwide and the number continuing to rise rapidly, Pakistan has established itself as an ideal location for customer care outsourcing.
Focus on Expanding Size and Scope of Services Offered:
While basic customer support and sales services have driven Pakistan’s call center outsourcing market so far, providers are now evolving to offer more diverse and complex services. Call centers are developing capabilities in technical support services, addressing specialized customer needs for verticals like healthcare, travel, retail, and financial services. Outsourcers also train agents to handle non-voice services like email, chat, and social media support. Expanding language capabilities beyond native English and Urdu is also prioritized to tap into more markets. These efforts will enable Pakistan to grab a larger share of the massive global outsourcing industry.
Challenges to Further Growth:
Despite the rapid growth and promise shown by call center outsourcing services in Pakistan, some key challenges need addressing. Attrition rates in the industry can often be high, with many agents using call center jobs as temporary opportunity rather than long-term careers. Retention needs improvement. Infrastructure requires continued development, particularly in second-tier cities. Consistent power supply also remains a problem. Data security and privacy protection need enhancement to cater to companies from developed countries. If these challenges are addressed, the future outlook remains extremely positive for Pakistan's call center outsourcing industry.
Conclusion:
Pakistan has emerged as a formidable destination for international companies seeking offshore, cost-efficient call center services. Fueled by inherent cost advantages and attractive incentives for foreign investors, call center outsourcing services in Pakistan have expanded enormously over the past decade. Leading global companies are partnering with Pakistani outsourcers. Infrastructure and capabilities continue to develop. With proper support and policies from both government and providers, Pakistan is on its way to becoming a leader in the international call center and BPO industry. Addressing attrition, infrastructure gaps, power supply, and data protection challenges will further accelerate this promising trajectory.
