Call Centers Business in Pakistan

Call Centers Business in Pakistan

Government of Pakistan has announced policy for the establishment of Call Centers in Pakistan to provide service to offshore companies. The access to call centers is normally through 0800 Free Phone Numbers. The typical services are airline booking/confirmation; help line, banking, hotels, reservations, medical prescription entries, insurance claims, data entries etc. The overseas customers' calls are routed to call centers in Pakistan through VoIP technology where trained operators respond to the inquiries of the customers. This service requires quick response, high quality communication links and efficient handling without any noticeable time delay.

2. Following procedure is laid down for streamlining the provision, operation and maintenance of these services in the country. PTCL will provide connectivity for establishment of these Call Centers. Chief Engineer (PSP), PTCL HQs Islamabad, shall do registration of Call Center Business. Chief Engineer (PSP) will also issue formal notification of registration to all concerned in PTCL.

3. Interface

D.E (VAS) will act as one window for registration, issue of Demand Note for international connectivity and provision of the facility

Registration of demand

Application forms are available in the office of Divisional Engineer Value Added Services (VAS) Karachi, Lahore and Islamabad. These forms are also available on WEBSITE of PTCL. Photocopy of the form can also be used for registration. Applications will be submitted along-with photocopies of the following documents:

a	NIC/Company registration
b	National Tax No.
c	Financial Status for last three years. (Please attach bank, trade references and total return)
d	Name of partner (s) with contract specifying requirements and intent at foreign end.

(iii) Bandwidth

Operator of Call Center will be provided bandwidth on SEA-ME-WE-3 on half circuit basis. 2nd half circuit will be arranged by the call center operator. Sanctioning procedure of clear international circuit already exists in the SOP for ISPs/Data and Software exporters, same procedure will be adopted. Tariff of software exporter will be applicable. Operator will enter into lease agreement for call centers. DG (I/C) and G.Ms, OTR Islamabad/Karachi shall be responsible for providing International Bandwidth from ITMC (Pakistan) to ITMC (Overseas). Domestic Bandwidth from ITMC to Call Center premises shall be provided by the Local Region of PTCL in coordination with Chief Engineer (M&O)-I and GM OFS Islamabad.

(iv) Provisioning of Facility

Initial demand note will be issued by D.E (VAS) who will coordinate for provisioning of the facility on receipt of paid copy of Demand Note.

(v) Billing

Subsequent billing for international connectivity will be done by Director International Accounts PTCL H/Q Islamabad.

(vi) Customer Facilitation

Code 128 is available for registration of faults of ISP/Data/Software exporters at Karachi, Lahore and Islamabad. DE IT Maintenance Support will be responsible for rectification of faults and satisfactory service to the valued customers.

In case of regions, other than Karachi, Lahore & Islamabad, DE's nominated in each region by the respective GM's to handle ISP/Data Software demand will also handle this demand following above laid down procedure (list of all such DE's enclosed).

3. It will be ensured that the call center companies are not provided with connectivity between the call centers and their affiliated subsidiaries dealing in software/Data export, ISPs or similar business.

4. To facilitate the customers, complete book comprising policy, application forms copy of agreement and tariff are attached which should be provided to all concerned officers.

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