Amir Saeed

The ongoing internet disruptions in Pakistan are severely impacting the call centre industry, causing them financial losses, and highlighting the urgent need for government intervention to boost connectivity and infrastructure as well.

Talking to WealthPK, Shuja Baigal, Manager at GB Communication Centre, a call centre, highlighted that as the country grapples with unstable internet connectivity, businesses are struggling to maintain service quality and meet customer expectations. “Frequent interruptions in internet services result in poor call quality and dropped connections, making it increasingly difficult for call centres to meet service-level agreements (SLAs).”

“This situation is exacerbated by limited bandwidth, which hampers the ability to manage multiple calls or utilise advanced software tools effectively. Video conferencing and Voice over Internet Protocol (VoIP) calls are particularly vulnerable, further complicating communication,” he noted. Baigal lamented that high latency issues also contribute to the challenges faced by call centres.

“Delays in communication lead to misunderstandings between agents and clients, making real-time customer service a daunting task.” “The situation is further complicated by power outages, especially in regions like Gilgit-Baltistan, where internet services depend on stable electricity supply. Backup solutions such as uninterruptible power supplies or generators often fail to provide a comprehensive solution to these disruptions,” he said.

He also pointed out that the dependence on specific internet service providers creates a monopolistic environment that results in high prices and inadequate service quality. “This limited competition restricts scalability for businesses looking to expand operations.” “The existing internet infrastructure poses significant constraints, making the adoption of advanced technologies like cloud computing or artificial intelligence integration challenging,” Baigal highlighted.

Talking to WealthPK, Moez Shah, manager at J Telemarketing, also a call centre, said that employee productivity is adversely affected by the frequent downtime caused by internet issues. “Staff morale suffers as employees struggle to complete tasks efficiently, leading to reduced overall effectiveness.” He added that the impact on businesses is profound; customer dissatisfaction rises as poor call quality and interrupted communications tarnish their reputation.

“Delays in resolving customer queries can result in lost clients and diminished trust in the service provider.” Financially, the repercussions are staggering. A recent report revealed that Pakistan incurred $1.62 billion in economic losses from internet outages in 2024 alone, surpassing losses experienced by conflict-ridden countries like Sudan and Myanmar. The Pakistan Software Houses Association (P@SHA) has warned that the IT sector could face annual financial losses of up to $150 million due to slow internet speeds and restrictions on virtual private networks (VPNs).

P@SHA Chairman Sajjad Mustafa Syed highlighted that Pakistan suffers a loss of over one million dollars per hour from internet shutdowns. “Moreover, the inability of businesses and other affected areas to compete with counterparts in the region with better internet infrastructure puts them at a disadvantage. The limited adoption of modern technologies hinders their growth potential, delaying their ability to scale operations effectively.

As companies struggle with these infrastructural limitations, their growth is stunted, preventing them from catering to larger markets,” Syed noted. He emphasised the need for the government to address these pressing issues by fast-tracking the rollout of 5G services and improving overall internet connectivity. “The completion of fiberisation projects and the introduction of new undersea cables are crucial steps toward enhancing connectivity and ensuring efficient deployment of next-generation telecommunications infrastructure.”

Credit: INP-WealthPk