12/14/2019 How to Set up a Call Center in Pakistan?

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How to Set up a Call Center in Pakistan?

In the year 2013, some research analysts predicted that by the end of 2017, approximately $150 billion will be budgeted on the call center

services worldwide. Interestingly, the budget has now exceeded even more.  However, the call center industry in Pakistan has failed to grow

due to its high setup costs. But still, there are many business owners who are motivated to invest in this industry.

The signi cant reason for investment in call center industry is its a ordable labor and easy sales, which generates high returns in the foreign

currency like Dollars or Pounds.

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So, if you are one of those business owners who is planning to establish their call center in Pakistan then this article is for you.

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Let’s look into details how to set up your call center in Pakistan step by step;

Step 1: Call center Campaign/client:

First of all, you need to nd the client or call center campaign to initiate the business. We have often come across many people who prefer to

establish their call center before winning a client/campaign. But the fact is, it’s not much bene cial except wasting time and money. While

selecting the client/campaign, you should also make sure that their product/service is easy to sell over the phone and equally popular in the

business industry.

Step 2: Finding Premises

The next major issue is to nd the premises for your call centers. In order to do so, you need to nd a small place or a room which is exactly

according to your business requirement.

Step 3: Registration with Pakistan Software Export Board (PSEB)

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PSEB Registration is essential for setting up your call center in order to operate legally in Pakistan. Every call center is required to  ll

out their call center registration form at the PSEB site and then send it back to PSEB along with necessary documents that include

their company pro le, Bank Statement, CNIC card, and NTN certi cate etc. Furthermore, PSEB facilitates registered call centers with VoIP

enabled internet along with whitelisted IP.

Step 5: Call center sta

Next step is to look for skilled and quali ed HR and other sta members for your call center. You may nd professional people on di erent

job sites and LinkedIn. You have two simple options to consider, whether you can hire highly experienced professionals or to choose fresh

sta  who is passionate to work in rotating shifts. You should also control employees’ retention because sometimes it looks hard to retain

your employees and customers because of the ine ciency of the system or software.

Step 6: Equipment

Choosing equipment for your call center is another major thing to consider, you can set up some signi cant equipment

like Furniture, laptops, computers, network cables, phones etc.

Step 7: Internet service providers:

Find the reliable Internet service providers who can help you maintain a strong and fast internet connection to run call center software

smoothly.

 Step 8: Call center Software

Every inbound and outbound call center business needs the call center software in order to perform their operations intelligently. For this

purpose, they can contact call center solution providers who can provide them the hosted software like VICIDial and Goautodial, VoIP

minutes, Consumer data and virtual number separately or alternatively choose hosted and managed call center solutions.

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Don’t be confused if you have no idea about the software’s I mentioned above. Let me give you an overview of call center software:

VICIDial/ GoautoDial: Dialer is software which automates the overall process of dialing to the external phone numbers and

also streamlines the process of lead management. They tend to minimize the call drops and o er more productive results. VICIdial

and Goautodial are open source dialer software which is hosted on a server and requires complex con gurations.

VoIP minutes: In order to run your dialer, you need to buy VoIP minutes from VoIP service providers, who can o er low-cost calling

minutes.

Consumer data: Now the question is; after setting up the dialer and VoIP, who should we call to sell client products? Well, every call

center needs to maintain a database with organized consumer data to approach their target market. Therefore, they need to buy

the call center leads which are also called the consumer data.

Virtual number/DID: If you are running an inbound call center, or you need a number to coordinate with the client in US or UK, then

you will need DID/Virtual number. These numbers allow call routing from the client’s country to your country. Customers see the

incoming number from their local host country. So, DID number is separately purchased from DID providers.

The above-mentioned call center software is considered quite complicated to install and con gure for a common person, therefore, some

people tend to approach IT experts who help them to set up and con gure this software. But, hiring these IT experts is a quite expensive-

solution for startups. The best alternative way is switching to the cloud-based call center solutions which are provided by only one company

in Pakistan which is VoIP Terminator. They can remove the hassle of IT installation and expensive HR cost. You can simply consult their

professionals who can set up your cloud-based call center within 20minutes.

Step: 9 Payment procedures:

The nal step is to set up the convenient and reliable payment procedures. Most of the clients avoid using the services of those call centers

who involve them in a complicated procedure. Hence, you can consider choosing 2checkout or standard bank wire system to ease the

payment procedures.

 The Tip:

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In the end, here is a tip for all the readers.  Do not spend all the funds on your initial call center setup expenditure. You must have a proper

nancial plan for at least 3 months of expenditure for your Call Center. We have seen many call centers that spend all their funds on the

rst setup and then later they don’t even have the amount to pay salaries to their employees.

If you have any question related to setting up your call center, you can consult VoIP Terminator for a fully managed call center solution.

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