Pakistan allows 24/7 call center ops amid energy crisis
KARACHI, PAKISTAN — Pakistan has moved to shield its fast-growing outsourcing industry from the country’s energy-saving restrictions, granting call centers and business process outsourcing (BPO) firms the right to operate around the clock even as other commercial sectors face shortened hours.
According to a report from Times of Karachi, the decision marks a significant carve-out in the government’s austerity-driven conservation strategy and underscores the importance of IT exports to the national economy.
The exemption comes as Pakistan continues to implement widespread energy conservation measures, including early closures for markets and commercial centers aimed at reducing electricity consumption. Call centers, however, have been excluded to ensure uninterrupted global service delivery.
Government prioritizes IT exports and global clients
Federal Minister for IT and Telecommunication Shaza Khawaja confirmed the policy shift, stating that “call centers and business process outsourcing companies can now operate 24/7 without any time limitations.”
The move is designed to protect service continuity for international clients operating across multiple time zones and to prevent disruptions in foreign contracts.
Officials said the exemption reflects broader efforts to strengthen Pakistan’s IT export sector, which is increasingly viewed as a key source of foreign exchange earnings.
Authorities emphasized that maintaining operational stability for outsourcing firms is essential to sustaining growth in a competitive global digital services market.
The government also clarified that recent local holiday declarations in Islamabad and Rawalpindi will not apply to call centers, allowing them to remain fully operational even during administrative shutdowns triggered by visiting foreign delegations.
Industry support system and regulatory relief
To reduce friction in implementation, the government has directed firms to coordinate with the Pakistan Software Export Board (PSEB) for operational and security assistance. A dedicated complaint resolution mechanism has also been introduced, with officials committing to resolve issues within 24 hours.
Khawaja acknowledged that delays in communicating the exemption initially caused confusion among businesses, but said the government is working to streamline coordination and ensure consistent enforcement across the sector.
The policy also extends support to both registered and non-registered BPO entities under PSEB, widening its reach across the industry.
For Pakistan’s outsourcing sector, the exemption represents more than just operational flexibility—it signals policy recognition of IT services as a strategic export pillar.
As global demand for cost-efficient, round-the-clock customer support continues to grow, Pakistan’s decision could strengthen its position in the international BPO market.
By insulating call centers from energy-linked disruptions, the country is effectively betting on digital services as a resilient engine of economic stability and foreign exchange growth.
