Call Centers Exempted from Timing Restrictions Amid Energy Crisis

Federal Minister for IT and Telecom Shaza Fatima Khawaja has announced relief for call centers and business process outsourcing (BPO) companies across the country.

Due to the ongoing energy crisis, the government has imposed strict timing restrictions on commercial centers and markets, requiring earlier closures to conserve energy. However, call centers have been exempted from these restrictions and will be allowed to continue operations without being affected by the new rules.

While district administrations have informed call centers about the exemption, the minister acknowledged that the information has been slow to reach all stakeholders, and some challenges remain in its implementation. The government is working to resolve these issues to ensure smooth communication and execution. Call centers have been reassured that they are not required to follow the same timing restrictions as other commercial sectors during this period.

In addition to the energy-related measures, local holidays have been declared in Islamabad and Rawalpindi due to the arrival of foreign delegations. Despite this, call centers will continue operations under the exemption and will not be affected by these holidays. This exception is particularly important for the BPO industry, which plays a key role in Pakistan’s economy, especially in the IT and telecom sectors.

For call centers facing issues related to timing restrictions or security measures, particularly in Islamabad, the minister has advised contacting the Pakistan Software Export Board (PSEB) through its support channels. The PSEB facilitation desk remains available to assist businesses. Call centers can seek help via email at support@pseb.org.pk, through the facilitation desk portal, or by calling the toll-free helpline at 080001010.

The PSEB facilitation desk has been operational for some time, offering centralized support for call centers and BPOs. It provides step-by-step guidance and ensures that inquiries are resolved within 24 hours. Users can also track their requests through a dashboard. Both PSEB members and non-members can register and access these services.