The ISO18295 Certification Program for Call Centers, led by the Pakistan Software Export Board (PSEB), was a landmark initiative aimed at aligning Pakistan’s call center industry with global standards. By providing certifications under the ISO18295-1 Standard, this program significantly enhanced operational efficiency, customer satisfaction, and international competitiveness.
With 35 call centers certified under this initiative, the program stands as a testament to PSEB’s dedication to empowering Pakistan’s IT-enabled services sector.
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.
of certified centers reported
Increase in
revenue.
experienced a 25% revenue boost, highlighting enhanced profitability.
with national & international standards, ensuring operational excellence.
Ensuring the implementation of best practices for optimal performance and quality.
Certified call centers
Growth in
exports.
achieved an additional 25% growth in export performance.
reported improved customer retention and acquisition of new business.
of certified centers created or expanded job opportunities, contributing to employment growth.
Certified centers following global standards, improving operational efficiency & 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.
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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