How to Start a Call Center in Pakistan: A Comprehensive Guide

Thinking about how to start a call center Business in Pakistan? 

You’re not alone! With the country’s growing IT and outsourcing industry, call centers have become a growing business opportunity. 

But where do you even begin? 

In this guide, we will walk you through everything you need to know, from registering your call center with the Pakistan Software Export Board (PSEB) to setting up your operations and landing your first clients. 

Whether you’re aiming for inbound, outbound, or BPO services, this step-by-step roadmap will help you turn your call center dream into reality. 

How to Start a Call Center Business In Pakistan

Below is a detailed step-by-step guide that will walk you through every step of starting a call center in Pakistan, from initial planning to operational setup and marketing.

Step 1: Planning Your Call Center Business

The first step in starting a call center is to create a detailed business plan. This plan serves as a roadmap, helping you stay focused on your goals and ensuring a clear direction for your business.

Choose the Type of Call Center

Call centers can be categorized into three main types:

• Inbound Call Centers: Handle incoming calls (e.g., customer support, helplines).
• Outbound Call Centers: Make outgoing calls (e.g., telemarketing, surveys).
• Business Process Outsourcing (BPO): BPO provides services like customer support, tech help, and back-office tasks to improve business efficiency.

Determine which type of call center best fits your skills and the needs of the market. 

For instance, if you have a background in customer service, an inbound call center may be the best fit. 

Conversely, if you excel in sales, an outbound call center might be more appropriate.

Define Your Target Market

Your target market determines the services you offer and the clients you attract.. Will you focus on local businesses, international clients, or a mix of both? 

For example, many call centers in Pakistan target international clients, offering services like customer support, technical assistance, and telemarketing to companies in the US, UK, and the Middle East.

Understanding your target market helps you tailor your marketing strategies and optimize your operations.

If you’re aiming for international clients, for instance, you’ll need to invest in multilingual agents and advanced call center technology.

Set Clear Goals

Establish specific objectives for your call center. These might include revenue goals for the first year, the number of clients or contracts you aim to secure, and service quality standards, such as average call handling time and customer satisfaction ratings. 

Having well-defined goals will help you maintain focus and track your progress as your business expands.

Choose Your Business Model

There are three basic models for setting up a call center:

• Physical Office: Renting a dedicated space gives you full control over operations, making it ideal for businesses that need close supervision and team collaboration.
• Remote Call Center: This model allows agents to work from home, reducing overhead costs like rent and utilities. This setup is more cost-effective and flexible, but it requires a robust communication system and reliable internet connectivity.
• Hybrid Model: A combination of both remote and physical office setups, providing flexibility and cost savings while maintaining some level of office structure for meetings and training.

Step 2: Register Your Call Center in Pakistan

After finalizing your business plan, the next step is registering your call center. This ensures legal compliance and makes your business eligible for government incentives.

Register with the Pakistan Software Export Board (PSEB)

PSEB call center registration is the primary regulatory body for call centers in Pakistan. Registration with PSEB is mandatory for all call centers, especially those generating foreign currency. 

Here’s how to register:

Documents Required for PSEB Registration:

• Brief company profile.
• Bank account details.
• NTN (National Tax Number) of the company or firm.
• Private Limited Company / Single Member Pvt Ltd / Firm Registration (Form C).
• List of directors/partners with basic profiles and contact details.
• Total number of employees and their basic profiles.

PSEB Registration Process:

1. Submit the required documents to PSEB.
2. PSEB will verify the documents, which may take a few days.
3. Once verified, PSEB will issue a certification and a unique registration ID.
4. Re-certification is required every four years.

Other Legal Requirements

Along with PSEB registration, you must meet the following legal requirements:

• SECP Registration: Register your company with the Securities and Exchange Commission of Pakistan (SECP).
• Tax Registration: Acquire a National Tax Number (NTN) from the Federal Board of Revenue (FBR).
• Business Bank Account: Set up a bank account specifically for business transactions.

Advantages of PSEB Registration

Registering your call center with the Pakistan Software Export Board (PSEB) provides several important benefits, including:

1. Tax Exemptions: Call centers generating foreign currency are exempt from income tax until June 2025, reducing operational costs.
2. Access to International Routing Numbers: PSEB registration allows you to obtain a UAN (Universal Access Number) and international routing numbers, essential for handling global clients.
3. Government Recognition: Being registered with PSEB boosts your credibility, helping you attract international clients and secure contracts more easily.
4. Eligibility for Incentives: Registered call centers can access government incentives, such as subsidized training programs and IT infrastructure support.
5. Legal Compliance: PSEB registration ensures your business complies with Pakistani laws, avoiding penalties or shutdowns.
6. White-listed Operations: Registered call centers are white-listed by telecom providers, ensuring uninterrupted call routing and avoiding blockages.
7. Global Market Access: PSEB registration opens doors to international markets, helping you attract foreign clients and expand your business.

Step 3: Budgeting and Costs

The financial aspect of setting up a call center can vary significantly depending on the size of the operation and whether you opt for a physical office or a remote setup. 

It’s essential to develop a detailed budget to manage both startup and ongoing costs effectively.

 Key Areas to Budget For

• Office Setup: If you choose a physical location, consider costs like rent, utilities, furniture, and office supplies.
• Technology and Equipment: Investing in high-quality call center equipment such as computers, headsets, IVR (Interactive Voice Response) systems, call servers, CRM software, and call recording tools is essential.
• Staffing: Recruitment costs and salaries for your call center agents, supervisors, quality analysts, and IT support staff.
• Training and Development: Training agents on communication skills, technical knowledge, and company-specific processes.
• Marketing and Client Acquisition: Promote your services to attract potential clients. Invest in digital marketing, SEO, and online advertising.

Technology Investments

• Call Center Software: Choose the right CRM and call management software to manage customer interactions efficiently. Choose systems with features like call routing, analytics, reporting, and customer interaction tracking for efficient operations.
• Communication Tools: Ensure reliable telephony systems and Internet connectivity to avoid downtime and maintain a seamless experience for both agents and customers.

Step 4: Setting Up Your Call Center

With the legalities and finances in place, the next step is setting up your call center. This step involves finalizing call center setup requirements, including physical infrastructure, staffing, and establishing workflows.

1. Location Selection

Whether you opt for a physical office or remote workers, location matters. Choose a place with reliable internet connectivity and access to a skilled labor pool. If you’re renting office space, ensure that the location is accessible and that you can easily scale up if needed.

2. Hiring the Right Team

Hiring the right agents is crucial for your call center’s success. Based on your services, you’ll need agents with specific skills, such as:

• Customer Service Agents:  These individuals should possess excellent communication skills, patience, and a knack for problem-solving.
• Telemarketing Agents: They need to be persuasive, energetic, and proficient in sales techniques.
• Technical Support Agents: These team members must have a strong grasp of the products or services you offer and be capable of troubleshooting technical issues.

Moreover, you might also need to bring on supervisors, trainers, quality analysts, and HR staff to oversee daily operations.

3. Agent Training

Provide ongoing training to agents, ensuring they understand your company’s processes, products, and services. Use role-playing, simulations, and actual customer interactions to enhance their skills.

Step 5: Marketing and Business Development

Now that your call center is set up and operational, it’s time to acquire clients. Marketing is an essential part of growing your business.

1. Develop a Strong Brand Identity

Your call center should establish a robust online presence, featuring a well-crafted website, polished social media profiles, and a distinct value proposition. 

Effective branding will enhance credibility and draw in potential clients.

2. Marketing Strategies

• Digital Marketing: Use SEO, Google Ads, and social media to reach and attract potential clients.
• B2B Networking: Participate in industry events, webinars, and conferences to build connections with businesses in need of call center services.
• Cold Outreach: Contact small businesses, startups, or e-commerce companies that might not have established a customer service team yet.

3. Getting Contracts

To get clients for your call center, consider:

• Responding to Requests for Proposals (RFPs) from businesses looking to outsource their call center services.
• Collaborating with BPO brokers who can link your business to clients requiring call center services.
• Engaging with international clients.

How to Get Call Center Contracts

Securing contracts for your call center is essential for growth. Here are some effective strategies to help you secure those deals:

1. Build a Strong Portfolio

Your portfolio should showcase your call center services, expertise, and past achievements. Showcase client testimonials, case studies, and success stories to build trust. 

A professional website highlighting your services and expertise is key to making a strong first impression.

2. Network Effectively

Participate in industry events, join online business communities (like LinkedIn), and connect with decision-makers. 

Networking can open doors to potential clients who require call center services. Be proactive in starting conversations and offering solutions.

3. Target Small Businesses

Small businesses frequently outsource their customer support needs. Provide flexible, cost-effective solutions tailored to their budget. 

Position your call center as a valuable partner that helps them grow without the overhead of an in-house team.

4. Respond to RFPs

Search for Requests for Proposals (RFPs) where companies are looking for call center services. 

Send tailored, competitive proposals that highlight your expertise, address client needs, and clearly demonstrate your value.

5. Leverage Freelancing and BPO Platforms

Platforms like Upwork or Fiverr can assist you in bidding for small-scale or long-term contracts. Create an engaging profile and actively bid on projects related to call center operations.

6. Offer Competitive Pricing and Unique Services

Differentiate yourself by providing competitive pricing, specialized services (such as 24/7 support or multilingual agents), and advanced technology. 

Clients are more inclined to choose a call center that offers unique value.

7. Deliver Quality Service

Consistency is crucial. Ensure your team provides high-quality service, which leads to repeat business and referrals. 

Use performance metrics to monitor and enhance your agents’ performance.

Understanding the Call Center Industry in Pakistan

Before getting into the specifics of starting a call center, it’s important to grasp the industry landscape in Pakistan. 

The country has become a significant hub for IT and IT-enabled services (ITES), which includes call centers and Business Process Outsourcing (BPO) services. 

The government of Pakistan has rolled out various incentives, such as tax breaks and eased regulations, to boost the IT sector and draw in foreign investment. 

Call centers in Pakistan mainly serve international clients, contributing to foreign exchange revenue, which plays a vital role in the economy.

The Pakistan Software Export Board (PSEB) is the main regulatory authority responsible for the registration and operation of call centers. 

Registration with PSEB is required for all call centers, particularly those working with international clients. 

Furthermore, the government has implemented policies to promote the establishment of call centers, making it an appealing business opportunity for entrepreneurs.

How Ways Tax Can Help You in Starting Your Call Center in Pakistan?

Starting a call center in Pakistan can be challenging without proper legal and tax guidance. 

Ways Tax offers comprehensive services to ensure a smooth setup, from registration to compliance.

1. Legal Registration

We assist with:

• Business Registration with SECP.
• PSEB Registration for tax exemptions.
• NTN Registration for tax compliance.
• Sales Tax Registration if necessary.

2. Tax Compliance Services

We ensure your business:

• Takes advantage of tax exemptions (e.g., income tax, sales tax).
• Files tax returns on time.
• Benefits from tax planning to minimize liabilities.

3. Ongoing Support

We provide:

• Updates on regulatory changes.
• Customized solutions for your business legal compliances.

Conclusion

Now that you have learned how to start a Call Center Business in Pakistan, you know that it is a promising business opportunity, but it requires careful planning, legal compliance, and strategic execution. 

By following the steps outlined in this guide, you can establish a successful call center that meets the needs of your target market and complies with government regulations. 

Remember, registration with PSEB is mandatory, and investing in the right technology and talent is crucial for long-term success.