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.
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:
National Tax No.
Financial Status for last three years. (Please attach bank, trade
references and total return)
Name of partner (s) with contract specifying
requirements and intent at foreign end.
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.
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.
Call Centre Business
PTCL is eager to search for new opportunities for the betterment of services and
generation of additional revenue for the benefit of its shareholders. PTCL is not only
interested in revenue generation but also interested in generating new employment
opportunities. The Computer Telephony Integration (CTI) in the form of Information
Technology would be generating plenty of employment opportunities. The
application is one of the products of Information Technology applications. It has enormous
growth potential due to unprecedented growth in service industries of the developed
countries. Being labor intensive, call center business is becoming a major source of
employment generation in developing countries like
Pakistan and India where the labor
rates are comparatively low and educated class is fluent in English language. Apart from
employment opportunities, this business would become one of the major sources of foreign
exchange earning for the country as well.
2. Call center concept and configuration
The call center industry typically employs packet switched
technology for both voice and data communication. 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 customer calls are routed to a
call center through VoIP technology
to overseas destination where trained operators respond to the inquiries of the customers.
The queries of the customers are satisfied on-line through data input on computer systems
of the companies. The customer is oblivious to the fact that an operator attending the
call is located in an overseas destination. This service requires quick response, high
quality communication links and efficient handling without any noticeable time delay.
3. PTCL positioning regarding
facilitation of call center business
Optical fiber link are favored mode of transmission for
center application. The SEA-ME-WE-3 connectivity to
Pakistan provides the appropriate
telecom access for this business. The call center is not supposed to be connected in any
manner with the telephone network of the host country and as such does not adversely
affect the international voice revenues (unless misused). The
Call Center business can be
an attractive source of foreign exchange earning and gives good opportunity to create
jobs. PTCL feels that thousands of jobs will be created in
call center applications in
next few years. While facilitating this business it has to be ensured that the service is
not misused in any manner for which service arrangement will have suitable provisions.
Safeguards have been proposed and are included in the draft terms and conditions as under.
4. TERMS AND CONDITIONS OF
INTERCONNECT AGREEMENT FOR CALL CENTER OPERATORS
The applicant will provide company profile, requirements from
PTCL and business plans to PTCL.
The applicant will need to create a legal entity i.e. a
company incorporated in Pakistan. The company needs to be formed, and clearance obtained
for name, followed by registration with the Company Registrar Office.
Registration with the
Pakistan Telecommunication Corporation
Limited for operating a call center. Registration will also include submission of
requirement for bandwidth, with time duration. The applicant shall require to furnish a
legal undertaking under the relevant clause of
Pakistan Telecommunication (reorganization)
Act 1996 that the facility will not be misused or used for any other purpose other than
call center applications, failing which, strict action will be initiated by PTCL under the
laws in force in Pakistan.
Bandwidth requirement: PTCL will provide the required
bandwidth within 8 (eight) weeks of application and payment of service charges. This
bandwidth will be provided on available media i.e. satellite or optical fiber.
The applicant will provide details of the type of
(Inbound, outbound or blended).
Interconnectivity with any PSTN or other network(s) in
Pakistan is not permitted.
Separate earth station or any other arrangement for the
bandwidth termination at the call center bypassing PTCL international and national network
is not permitted.
Details of customers/service partner with contracts
specifying clear requirements and intent at the foreign end are to be provided with
Severe penalties under the law of
Pakistan will be imposed on
international call center found to be involved in any illegal activity including
termination of voice telephone traffic into the PSTN via any means.
All foreign exchange laws and regulations will be applicable.
Details can be obtained from the Ministry of Finance, Government of
The same bandwidth tariffs as for software export promoters
Detailed Network plan including schematic diagrams with full
equipment details, specification, type of signaling/protocol, IPL details
end locations are to be provided with the application in order to enable PTCL to arrange
for necessary interfacing of the call center with PTCL leased line network. Any additional
costs incurred by PTCL in bringing the call center on-line will be settled through mutual
agreement. Technical details including schematic diagrams, specifications and supporting
services, interfacing requirements at the PTCL end shall be provided with the application.
PTCL bills payments by the CC operator within fifteen days of issuance of bill.
here for Application Form
PRIVATE LEASE CIRCUIT SERVICE AGREEMENT
CALL CENTER BUSINESS IN
Agreement Document is available
in M/S Word Format (.doc)