The ISO18295 Certification Program for Call Centers, launched by the Pakistan Software Export Board (PSEB), successfully elevated Pakistan’s call center industry to meet international standards. Focused on compliance with the ISO18295-1 Standard, which governs the structure, processes, and management of customer service operations, the program transformed the industry by fostering service quality, efficiency, and global competitiveness.
With a 90% subsidy provided by PSEB, 35 call centers achieved certification, benefitting from enhanced operational standards, expanded business opportunities, and improved market access.
The program delivered remarkable results, revolutionizing the call center industry in Pakistan.
of certified centers reported a 10% increase in revenue.
experienced a 25% revenue boost, highlighting enhanced profitability.
of certified call centers observed a 10% growth in exports.
achieved an additional 25% growth in export performance.
compliance with national and international standards, ensuring operational excellence and adherence to best practices.
of certified centers created or expanded job opportunities, contributing to employment growth.
reported improved customer retention and acquisition of new business.
The ISO18295 Certification Program left a profound impact on Pakistan’s call center industry
Certified centers aligned with global standards, improving operational efficiency and customer satisfaction.
Enabled certified centers to secure international projects, enhancing profitability and export potential.
Established Pakistan’s call center industry as a reliable outsourcing destination.
Standardized processes improved client retention and attracted new business.
Call centers with more years of experience in the industry were given preference, though this criterion did not disqualify any center.
Call centers’ export performance over the last two fiscal years was evaluated, with priority given to those with strong export records.
Call centers that demonstrated strong performance in the domestic market were given additional consideration
Call centers that displayed contracts and projects in hand with projected revenues were given an advantage, ensuring their sustainability in the near future.
A call center with a larger workforce was given preference, as a sufficient human resource base is essential for implementing ISO18295 standards. Centers with fewer than 20 employees were automatically disqualified.
The following documents were required for the call center selection process:
Certificate of Incorporation / Proof of Establishment
Copy of PSEB Membership Certificate
Detailed Call Center Profile
Call Center Human Resource Strength
Call Center’s Shareholding Details (Issued by SECP, e.g., ID Cards, Nationalities)
Export Proceeds Certificates (e.g., Bank Certificate, Sale Bills)
The ISO18295 Certification Program successfully concluded as a milestone in PSEB’s efforts to develop Pakistan’s IT-enabled services sector. It was a testament to PSEB’s commitment to fostering growth and quality in Pakistan’s IT and IT-enabled services sector. Its successful conclusion marked a significant milestone in the journey towards global excellence in the call center industry.
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