The rise of outsourcing services worldwide has created many call center businesses throughout the country. This sector includes customer support delivery, telemarketing, and technical support capabilities.

Call center businesses must complete registration and licensing protocols before pursuing legitimate and effective operations. This article will provide the step-by-step procedure for Pakistan call center registration, requirements, legal processes, and best practices for industry-standard compliance.

Understanding Call Center Registration in Pakistan

The requirement to legally run a call center business in Pakistan is to first register your company with the relevant government bodies, secure a license for a call center, and undergo the process of PSEB registration.

PSEB call center registration will ensure recognition, regulation, and operation within standards set by the government. Your credibility and presence in the industry can be amplified by being enlisted on the PSEB Call Center List.

Step-by-Step Process to Register a Call Center in Pakistan

1.   Business Incorporation

The first step towards your call center registration is getting your business incorporated. This included:

• You have to get your business incorporated with the SECP. Once your business is incorporated, you will get an incorporation certificate.
• You can use this incorporation certificate to get your  National Tax Number (NTN) from the Federal Board of Revenue (FBR).

2.   Business Bank Account Setup

Following incorporation, you must establish a business bank account. This includes:

• Establishing a business bank account with a credible bank.
• Acquiring a bank maintenance certificate to confirm the active status of your business account.

3.    High-Speed Internet Connection and Dedicated IP Address

Any business operating a call center requires a high-speed internet service. This step includes:

• Selecting an internet service provider (ISP) of your choice for your business. Your internet service provider will provide you with a dedicated IP address for your call center.
• To ensure compliance with the PTA regulation, you need a dedicated IP address from your ISP, which is also important for IP whitelisting.

4.   PSEB Call Center Registration

PSEB registration is required for all call centers in Pakistan. The PSEB registration process is as follows:

• Register with the PSEB by creating an account on the PSEB website.
• Once your account has been created, you must complete the online form. The form requires all documents, including your business NTN and bank details, to be uploaded. It is important to provide your correct business information. Failure to do so might result in your application being rejected.
• After this, you will have to pay the registration fee of Rs 20,000 and submit your application.
• Once submitted, PSEB will review your application. The review can happen over WhatsApp, or PSEB can also conduct a physical review.

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5.   IP Whitelisting and PTA Coordination

After PSEB grants approval, they will coordinate with the Pakistan Telecommunication Authority (PTA) for IP whitelisting. This process involves:

• PSEB will be forwarding your details to PTA.
• Once the PTA has completed your IP whitelisting, you will receive an email.
• The email will confirm your IP whitelisting.

After this, your business can legally operate VoIP service.

6.   Final Approval and Certificate Issuance

After approval, PSEB normally takes 2 to 5 working days to issue the registration certificate.

IP Whitelisting for Call Centers in Pakistan

The registration process for a call center in Pakistan will require it to comply with security measures like IP whitelisting, which is designed to avoid unapproved access to VoIP services. According to the PTA, registered call centers have to work through a secure network so as not to pose serious risks such as fraud, hacking, and illegal VoIP termination.

What is IP whitelisting?

IP whitelisting is a security feature that allows only a limited number of IP addresses to access the network or system. For the call center business in Pakistan, this means that only approved devices and users can leverage VoIP services, not furthering the issue of misuse and unauthorized access.

Why is IP Whitelisting Important for Call Centers?

1. Compliance with PTA Regulations: The PTA demands that all call centers register their IPs to avoid illegal VoIP traffic and fraudulent activities.
2. Data Security: This safeguards sensitive customer data from cyber threats or hacking attempts.
3. Network Stability: Avoids unauthorized bandwidth usage and supports smooth call operations.
4. Fraud prevention: Devoid of risks from call spoofing, toll fraud, and phishing attacks.

How to Implement IP Whitelisting for a Call Center in Pakistan?

1. Register your IP with your Pakistan Call Center: Registration should accompany your static IP address to be registered.
2. Secure VPN: With remote employees within a call center environment, create a secure access VPN setup that whitelists an assigned IP address.
3. Firewall Configuration: Install firewalls that limit access to VoIP systems based on approved IP addresses.
4. Regular IP Audits: Monitor and update whitelisted IPs to accommodate network changes.

Penalties for Not Whitelisting IPs

Those who operate without PSEB call center registration and PTA-approved IP whitelisting face:

• Heavy penalties for unlicensed use of VoIP.
• Revocation of PTA license, thus closing the business.
• IP blacklisting can cause business disruption.

Benefits of PSEB Registration for Call Centers

Registration of your call center with the Pakistan Software Export Board (PSEB) has advantages, which can lead to the smooth running of your call center and your business. Here are the key benefits:

1.   Tax Credits

Call centers registered with PSEB pay a lower income tax than companies that are not registered. Registered call centers pay 0.25% of their income as tax, whereas others pay 1%.

2.   Legal Compliance

PSEB is important for Pakistan’s call centers. It helps your call center work legally, comply with Pakistan’s regulatory bodies’ rules, and not be fined or closed.

3.   Credibility and Recognition

Listing your company on the PSEB Call Center List will publicize your presence in the business and attract more clients, both regional and international.

4.   Access to Government Incentives

The government offers many incentive opportunities to registered call centers, such as tax exemption on IT exports or grants.

5.   Facilitation of PTA Coordination

The PSEB makes IP whitelisting and PTA licensing smooth and hassle-free, saving time that would otherwise have been wasted.

6.   Networking Opportunities

PSEB arranges industry events, workshops, and networking opportunities for registered businesses for collaboration and development of business.

7.   Support and Training Programs

PSEB provides all this for call center training, consultancy services, and support initiatives to enhance operational efficiency and employee skill development.

8.   Market Expansion

Registration will facilitate international outsourcing opportunities by enhancing their coverage of your business’s credibility and capability.

Why Choose Sidekick for Your Call Center Setup?

If you want an efficient partner to process your call center registration in Pakistan, Sidekick is the one. With considerable experience in facilitating businesses’ creation and expansion of call centers in Pakistan, Sidekick offers its services from business setup to PSEB and PTA licensing, including IP whitelisting and VoIP setup. Our team of experts ensures smooth compliance, strong security, and infrastructure optimization so you can focus on the business.

Conclusion

To set up a call center business in Pakistan, proper registration must be done with SECP and PSEB call center registration, as well as a PTA license. After doing all these things, you can legally register your call center in Pakistan, taking advantage of this growing industry. It also gives you a reputation and opportunities from the PSEB Call Center List.

Considering the trend of outsourcing now is the right time to register a call center in Pakistan and capitalize on global business.