BUSINESS PROCESS

OUTSOURCING
Overview of Business Process Outsourcing (BPO)
Business Process Outsourcing (BPO) assists in numerous fields such as manufacturing, supply chain, human
resources, accounting and finance, and others. BPO is not only limited to call centers. The services that are
covered in BPO are vast, divided into front-office functions including customer services, sales, in-house
communication and back-office functions including IT, accounting, human resources, quality assurance, audit
and others. There is, however, no straightforward rule in BPO. An organization may also hand over one
function from a department, such as payroll system from HR to a BPO vendor. Worldwide, BPO vendors are
being actively approached, owing to the benefits that outsourcing can have. These benefits include flexibility
in business processes, cost-savings and efficiency, leading to increased revenue generation. Furthermore,
Business Process Outsourcing also allows an organization to expand to the global market.

Revenue in the Business Process The average spend per employee in the
Outsourcing segment is projected Business Process Outsourcing segment is
reach nearly USD 3 Billion in 2021. projected to reach US$87.58 in 2021.

Revenue is expected to show an In global comparison, most revenue

annual growth rate (CAGR 2021-2025) will be generated in the United States
of 6.26%, resulting in a market volume US$112.9m in 2021.
of US$381,237.46m by 2025.

Advancing to Pakistan, the BPO market is now on the rise. In the past, Pakistan was not able to develop its
BPO market owing to inadequate broadband connections, the crumbling security situation and
predominantly, less awareness regarding the vertical. However, fast forward to 2021, with the development
and implementation of efficient broadband infrastructure, heightened security and the increasing talent and
expertise has provided an opportunity to international industries to choose Pakistani BPO companies as
vendors. In Pakistan, the different services that BPO companies provide include hiring, data entry, customer
care, payment processing, quality assurance and IT services.

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 Service(s) Company(s)

Scalemill, Ideas Unlimited, Span BPO, BPOXperts, Axiom,

BACK-OFFICE, FRONT-OFFICE
Digital Processing Systems, Etilize Pakistan, Hauka, Jeem
AND DATA ENTRY
Solutions, NBA Computers, Sybrid

AOS Limited, Digital Processing Systems, Rapid Response,

FINANCE AND ACCOUNTING
SKP Consulting, Systems Teknotronics, The Resource Group
OUTSOURCING
(TRG), Accountancy Outsourcing Services

UI/UX, ANIMATION, Datels International, Post Amazers, Sharp Image,

GRAPHIC DESIGN AND PRINTING Web Dynamics, Wireframe Interactive, ADAN printers

AP Vision, Apvision, Axiom,BAS, C-3, Call Central, Catcos Inc,

Cerebrum Technologies, Digital Processing Systems, Ensign
Communique, Eplanet Communications, Global Contact
CALL CENTER AND VOICE SERVICES Centre, Hauka, Rapid Response, Jeem Solutions, Katz
Communications, Mindbridge, MPS Call Center, NBA
Computers, Nortec, Ovex Technologies, Touchstone, RegTel
Enterprises, Sabri Niazi Technologies, Scalemill, Premier BPO,
Ideas Unlimited, WORK, Tribe Consulting, Efficise

IT Minds, 360 Technologies, Hybrid Techsol, 82 Solutions,

IT SERVICES, WEB AND MOBILE Cenit Inc, Aciano Technologies Pakistan, Abacus Consulting
APPS, DOCUMENT DIGITIZATION Technology, AMG Technologies, Alpha Global Solutions, Akhtar
AND GIS/CAD IT Solutions, Geosonsult, Information Transformation Services,
R2V services, Axiom, Hauka, Nortec, Systems, Stone Shed.

HUMAN RESOURCES AND Digital Processing Systems, Jeem Solutions, Sybrid, Verticity,
RECRUITMENT Span BPO

Brain Storm, Medical Transcription Billing Company, eMed

TRANSCRIPTION/MEDICAL Technologies, Digital Processing Systems, Eplanet
TRANSCRIPTION, CLAIM PROCESSING Communications, Hauka, Jeem Solutions, Touchstone, Nortec,
Ascend BPO, Ovex Tecnologies, Sybrid, WORK.

02
Abacus Consulting
Abacus Consulting Technology Ltd (or "Abacus") is a leading professional
services company headquartered in Pakistan that provides management
consulting, technology, and outsourcing services to a diverse client base in
the country. The company was established in 1987 and is now Pakistan's
largest of its kind, as well as one of the largest in the country. Abacus is
headquartered in Lahore, Pakistan, and has 12 regional offices in major
cities across Pakistan, Saudi Arabia, Afghanistan, and the United Arab
Emirates, with our consultants delivering services in 22 countries across three continents. Abacus supplies
customers with professional experts with solid expertise and extensive practical experience in suitable
work environments is a significant asset. Abacus has been providing cutting-edge business ideas to help
companies transform their dreams into reality for more than 27 years. Abacus offers client’s cost-effective
and agile outsourcing options with the goal of lowering costs while maintaining and improving key market
competencies.i

Really helpful temporary work agency. Does their best to place you in a
suitable company. Very friendly helpful team. Would thoroughly recommend.

Credit Controller, Milton Keynes, Buckinghamshire

Accountancy Outsourcing
Services (Pvt) Ltd (IT)
Accountancy Outsourcing Services [Pvt.] Ltd. (formerly Ascot Drummond
Pakistan [Pvt.] Ltd.) was established in 1998 as a subsidiary of Ascot
Drummond. The affiliate, or back-office, in Lahore, Pakistan, was tasked
with accounting work from the UK front-offices. Since the internet bubble
exploded in 2000 and foreign markets slowed, they reorganized their
organization as a back-office contractor, specializing in providing people with the necessary breathing
room to concentrate on other aspects of its industry. Aside from accounting facilities, they also have
in-house tech and quality assurance teams that specialize in integrating business processes. ii

03
 Akhtar IT Solutions
Founded in 2005, Akhtar IT Solutions collaborates with a variety of
businesses to design, develop, and operate application software that
supports their market strategies. This is done by the company's Business
Consulting, Application Development and Integration, and Application
Development and Management services. They work tirelessly to have the
right value propositions to their clients in a responsible manner and also
have commitment, zeal, and determination to succeed.iii

Alfa Global Solutions

Karachi-based Alfa Global Solutions offers digital services including
graphic design, web design and development, social media marketing and
SEO. Furthermore, the company also offers IT solutions including software
maintenance and development. Other services include information
technology consultancy including new mergers, new geographical
locations, products and services. Furthermore, Alfa Global Solutions also
offer crisis management consultancy services. iv, v

Professional approach, meet deadlines, provide enhanced

digital marketing services.

Client Testimonial

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AMG Technologies (Automotive)
Karachi-based AMG Technologies is a part of the high-tech industry's field
of excellence for subcontractors of main accounts. AMG Technologies,
founded in 1979 by Dominique Neveu, has grown rapidly and slowly
across its three core businesses by broadening the reach of its regional
delivery over time; first globally, then across Europe, and finally across the
rest of the world. A subcontractor for key accounts in the high-tech
automotive, aviation, defense, pharmaceutical and cosmetics industries, as
well as the Agri-food and other various industries, AMG Technologies specializes in manufacturing parts
with high added value. Categorically, the services provided by Aciano Technologies include web design
and development, search engine optimization, social media marketing, videography, app development
and graphic designing.

Aciano Technologies Pakistan

Aciano Technologies is a Microsoft gold affiliate software solutions
provider with a track record in providing B2B and B2C online and
smartphone apps for clients all over the world. They have managed to
build a solid team of software professionals that come from various
backgrounds and expand the creative potential of the company.
Aciano Technologies is a customer-focused team that aims to improve
industry skills and bring digitization to consumers by bringing their
visions to life through lean product growth. As of 2021, clients at Aciano include Suzuki, TPS, Meatees,
AFNAM Global and many more. vi To date it has delivered 300+ Projects, Published 10+ Apps, 20+
Industries and has a strength of 50+.

I am very satisfied. They worked with me and adjusted

my concern until I was satisfied.

Gambian Talents, Washington

Amazing, beautiful, sophisticated website design with effective and

efficient development in a very short period of time.

Michael Oliver

05
 Ascend BPO
Specialized in providing services for the healthcare industry, Ascend BPO
provides professional medical billing services, thereby lessening the
burden of manual billing tasks. The company uses billing software and
also possesses its proprietary system for reimbursements and submittals.
Other services that Ascend BPO provides include reporting and analytics,
knowledge management, quality monitoring and reporting, workforce
management (WFM), strategic planning, real-time speech analytics,
outbound dialing, satisfaction surveys, unified communications and business process automation.vii

BPOXperts
BPOXperts is a company that specializes in customer support and
management. Providing almost 6,000 daily calls, 600 unique chats, 1,200
daily mails and 6,500 SM queries, the company provides virtual
assistance, call-center support, email support, back office, chat support,
custom workforce, social media management and much more. Recently,
BPOXperts has partnered with Cars First to manage its telesales services.
Previously, BPOXperts has worked with The Chaaye Spot to manage their
social media marketing.viii

Cenit Inc
Cenit Inc provides custom IT solutions and other BPO services including
chat support, email support, call support, resource management, tech
solutions and marketing solutions. Having a team of strong IT professionals,
Cenit Inc has clients in travel & hospitality, technology, communications &
media, real estate, financial services, retail and education.ix

We never have to ask them to do something twice, and they’re an

overall joy to work with.

Enterprise Account Mgr., Marketing Automation Software Firm, Texas

They still maintain high quality in their main duties while being versatile.

Sean Keating, Retail Supervisor, TVape, Canada

06
 Efficise
Karachi-based Efficise provides Virtual Assistants to anyone who requires
them at home, work or whilst traveling. Some of the tasks that the
company’s VA’s can manage include scheduling appointments with your
doctor or hair stylist, compare items and checking product availability and
others. Clients can purchase tasks with a subscription model, such as,
5 tasks for $20 a month. Subscription plans allow clients to choose priority
tasks, recurring tasks and progress tracking. x

From all the ones I have worked with, Efficise offers the best value for money.
The VA’s they work with are knowledgeable, responsive and I find their online
platform for giving tasks extremely easy to use and to follow up upon.

Lien De Pau Founder at Zeker Van Haar Zaak Flanders, Belgium

Stone Shed
Stone Shed provides a variety of services in the BPO industry including
reporting, voice-over, workforce management, customer support, sales and
growth, bookkeeping, software development, IT solutions, e-commerce
management, medical billing and data entry. Notable clients at Stoneshed
include Indra Energy, Allstate, State Farm, Aetna and others. xi

We are providing specialized expertise in managing and scaling customer

services to different countries such as America, Canada, Australia
and many more.

Stone Shed

82 Solutions (IT)
82 Solutions is a prosperous next-generation IT firm that helps businesses
take the next step forward by providing innovative technical resources and
specialized growth assistance. The company has been creating digital
technologies for businesses seeking to improve their online presence for
over 8 years. Categorically, the services provided by 82 Solutions include
web development, App development, boosting e-commerce sales, brand
creation and identity and digital marketing. xii

07
Scale Mill
A B2B SaaS sales and lead generation company, Scale Mill offers its clients
the service to connect with potential brands and customers to reach their
sales targets. Categorically, the services that Scale Mill provides include
outbound prospecting, client acquisition, lead generation, customer
relationship management and support. xiii

I highly recommend ScaleMill! We've been working with their

web research team and are very satisfied with the results.
They deliver accurate data on time!

MIRIAM SPLETTS - COO bookingkit GmbH

Premier BPO
Lahore-based Premier BPO is one of the leading Pakistan BPO
companies. Offering back-office, contact centre, IT and software services,
they deal with a vast range of industries including software support,
telecommunications and media, logistics and trucking, healthcare,
finance and e-commerce. In 2020, Premier BPO stood second in the top
BPO companies list, published by Clutch.xiv The company has been able
to expand its operations to China and the Philippines.xv

We are coming up on 2 years with Premier BPO as our solution provider for dental
office services. All of us here at Dental Office Support want to thank you for the
outstanding service you have provided. Your team consistently exceeds our
expectations and has enabled us to shift more workload your way than we had
anticipated was possible within our service protocols. As you know, that increases
profitability on our end. PBPO’s professionalism, can-do attitude and focus on
continual upgrade training has resulted in a very favorable impression from our
clients. In turn, this has led to larger shares of their business and increased referrals
of new business. Our success in more than doubling our client load since the
pandemic shutdown of last April is really the story of your success.
hank you again for all you do and for the bright future ahead!”

Steve Cartin, Owner, Dental Office Support

08
Hybrid TechSol
Founded by Fahad Mahmood and Umair Tahir, Hybrid TechSol focuses
on providing cutting-edge technology solutions to businesses.
These include digital marketing strategies, SEO services, UI/UX design,
web development and app development. xvi

We’re very happy with Hybrid Techsol who are very serious and consistent
in their work. Umair and his team of programmers have always been
there for us all the time. This is a company I can recommend to anyone to
perform any work.

CEO, Lavish Beds & Mattress

Tribe Consulting
Tribe Consulting has been established since 2014 and provides a range
of BPO services including live chat support, software development,
infrastructure services, offshore recruitment, office virtual assistant and
mobile app development. As of 2020, Tribe Consulting has 2000
specialists and caters to 15000 Calls Per Day, 15000 Call Reports/Month
and has achieved 98% Of Campaign Success. xvii

The performance by you and your associates has been outstanding in every
regard. We appreciate your professionalism, your sensitivity to our needs,
and your desire to achieve completed projects on time and within budget.

SenseFlow, UAE

09
Matech Consulting
& Outsourcing
Specialized in web and software development, Matech Consulting
provides back office, financing and accounting, ecommerce solutions,
website development, mobile development and custom software
development services to businesses. Some of Matech’s notable clients
include Hum Mart, Telemart, Townsend Security, Data Recall, Times
Digital Group, Mobil, Total, Polaroid and many more. Matech also provides last-mile delivery solution
for a business known as “Tracify”. xviii

Span BPO
Headquartered in Islamabad as one of Pakistan’s leading BPO
companies, Span BPO provides a number of services including back
office, custom workforce, customer service, quality assurance, technical
support and recruitment. As the organization established itself as a
well-reputed BPO organization, they also expanded its footprint into
providing training and development in BPO. Span BPO also provides
courses and trainings in ecommerce, digital marketing, call center and web development.xix
To date, 4313 students have trained in 17 different courses.

Ideas Unlimited
Ideas Unlimited has over 10 years of experience in the BPO industry.
The organization provides ecommerce, call center, virtual assistance and
operations services. Furthermore, they also provide human resources,
marketing, customer support and financial services, hence taking care of
their client’s business needs holistically. Through its virtual monitoring
platform, clients can access the progress report of their remote workers
through screenshots, activity levels, app and URL usage and other KPI’s.

Since hiring Ideas Unlimited, I was able to tackle many other

areas in my business.

Danekia Smith, CEO, Real Estate Company, Louisiana

10
Work
Established in Islamabad and based out in Florida, Work provides
cutting-edge solutions including pay per call, digital marketing, call
centers, customer service, sales, insurance, home security, final expense,
warranty and others. As of 2020, Work is dealing with high profile clients
in 4 locations and a headcount of 500 and is generating 40,000 transfers
per month.xx.

Ibex
Ibex Pakistan specializes in customer services and management.
The solutions provided by Ibex are vast which include worldwide
customer experience, feedback analysis, digital marketing and demand
generation, fintech and utilities services. Wave X by Ibex is a digital suite
that which offers several toolsets for digital marketing, customer
interaction management and customer and data intelligence. As of 2021,
the services of Ibex are spread across 45 countries and deals with almost
1000 customers per second. The first VOC platform was pioneered by Ibex for the automotive industry. xxi

ePlanet Communications Ltd

Founded in 2003, ePlanet is a comprehensive communications services
provider that offers solutions related to inbound and outbound sales,
direct response trials, digital marketing, data entry and management and
tech-enabled solutions. Over the years, ePlanet as landed large clients
including Walt Disney and Virgin Mobile. EPlanet offers its solutions to
several industries including Direct Response Trial, Healthcare, Financial
Services, Energy & Utilities, Ecommerce & Retail and Travel & Tourism.xxii

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 Folio 3
Folio 3 is a software development company that provides innovative
solutions to businesses whether they are a fortune 500, an enterprise or
a small but fast-growing business. The company develops web and
mobile applications, provides digital marketing services and e-commerce
platform development solutions. Folio 3’s portfolio is vast and includes
Pakistani and international clients. Some notable international clients
include Standard Chartered, Colgate, Sony, Meeting Mogul, Hiplink, The Original Beauty Blender and
many, many more.

The Resource Group Pakistan

Karachi-based The Resource Group (TRG) Pakistan was established in
2002. TRG works in the investment, acquisition and management of
operations in the Business Process Outsourcing industry.
The organization also provides Artificial Intelligence, Data Science and
Machine Learning services to large corporations that are looking to
increase their profits. Furthermore, TRG also works in the medical
insurance sector. Currently, the organization has an employee base of
over 6000. xxiii

RemoteBase
Pakistan-based RemoteBase allows companies to access engineers
remotely through recruitment, onboarding, coaching, hiring and courses.
Organizations can connect with RemoteBase to hire talent for specific
projects or hire experts and professionals on a contract basis. In 2021,
the organization raised $1.4 million in a seed investment round led by
Indus Valley Capital.xxiv

Working with RemoteBase is like magic. One of the most impressive

things about this company is how quickly and efficiently it operates.
I had a team of skilled and like-minded engineers assembled and ready
to work, within a day! Since a day 1, that team has managed to stay
consistent and on top of their game. Really happy with the work so far!

Pablo Montaya, Spacetrics

12
Elixir Technologies Pakistan
Based in Islamabad, Elixir provides products and services across the globe
to automate content and communication processes. In 2016, Elixir won the
P@SHA ICT Award for Application Tools and Platform. The company’s
running product is the Elixir Tango, which provides seamless
communication and engagement outcomes. Elixir Tango has similar
features to the software that are used on a daily basis, such as Microsoft
Word which makes the adaptability to the platform easier xxv.
Elixir has over 65 positive reviews for their platform on Gartner Peer Insights.

Sybrid
Launched in 2008, Sybrid is currently serving in three countries; Pakistan,
the UAE and the USA, catering to a diverse array of customers including
those from the local and international food chain service delivery, internet
service providers, technology, fashion and apparel, media and publications,
telecommunications, banking, FMCG, media, healthcare and market
research. Sybrid has also been awarded ISO 20000-1:2018 Certificate for
maintaining international standards for its services. The organization has worked with some of the finest
clients including McDonalds, K-Electric, Dominos, Colgate and Unilever. For McDonalds, Sybrid was
awarded for processing the highest number of orders in a day for a branch in comparison to its previous
track record.

I would say the one thing that stands out about my experience with
Sybrid MD is the patience and flexibility of the account management and
billing team. They have been willing to train me, and on occasion
re-train me, on different aspects of the billing services whenever I have
needed it. They have been flexible in developing solutions that work for
the uniqueness of our business. I would recommend Sybrid MD to any
sized medical practice large or small.

Andrea Mory, Practice Administrator

13
THE FUTURE OF BPO
Globally and in Pakistan, BPO has grown tremendously and is here to stay. Particularly in Pakistan,
the quality or work, the range of services provided as well as client success stories have positioned the
country as a BPO hotspot for international clients. Furthermore, with training services provided by
established BPO organizations ensures that the new pool of BPO vendors will focus on innovation, diverse
skillsets, quality, excellent work ethic and timeliness. With digitalization and added investment and
innovation in security and task monitoring platforms in real-time, the reliability on BPO vendors is also
ascertained. The industry is also an opportunity for Pakistani’s who want to switch gears from traditional
methods of professional work and move into something more deliverables based, usually from the comfort
of their homes. BPO vendors are now realizing the demand of AI, Machine Learning and Data Science and
are training their staff to expand their operations within these fields. Hence, BPO is here to stay and is
continuing to grow and thrive in Pakistan. The industry vertical is also providing ample employment
opportunities to a country that is currently fighting low employment rate owing to the pandemic.

14
REFERENCES
i. Abacus Global, 2021. Who We Are. Abacus Global. Available at: https://www.abacus-global.com/
ii. LinkedIn: Accountancy Outsourcing Services (Pvt) Ltd (IT)
iii. LinkedIn: Akhtar IT Solutions
iv. Alfa Global Solutions, 2021. Services. Alfa Global Solutions. Available at: https://alfasolutions.org.uk/
v. Alfa Global Solutions, 2021. Services. Alfa Global Solutions. Available at: https://alfasolutions.org.uk/
vi. Aciano Technologies, 2021. Home. Aciano Technologies. Available at: https://aciano.net/#
vii. Ascend BPO, 2021. Services. Ascend BPO. Available at: http://www.ascendbpo.com/our-services/
viii. BPOXperts, 2021. Services. BPOXperts. Available at: https://bpoxperts.com/
ix. Cenit Inc, 2021. Services. Cenit Inc. Available at: https://cenitinc.com/
x. Efficise, 2021. Pricing. Efficise. Available at: https://www.efficise.com/pricing
xi. Stone Shed, 2021. Services. Stone Shed. Available at: https://stoneshedbpo.com/
xii. 82 Solutions, 2021. Home. 82 Solutions. Available at: https://82solutions.com/
xiii. ScaleMill, 2021. Services. ScaleMill. Available at: https://www.scalemill.com/b2b-outbound-call-
center-services
xiv. Premier BPO, 2021. Premier BPO Named Second in Top Pakistani BPO Companies. Blog. Available at:
https://www.premierbpo.com/news-and-views/premier-bpo-named-second-in-top-pakistani-
bpo-companies/
xv. Premier BPO, 2021. Home. Premier BPO. Available at: https://www.premierbpo.com/
xvi. Hybrid TechSol, 2021. Our Services. Hybrid Tech Sol. Available at: https://hybridtechsol.com/
xvii. Tribe Consulting, 2021. Home. Tribe Consulting. Available at: https://tc-bpo.com/
xviii. Matech Consulting & Outsourcing, 2021. Services. Matech Consulting & Outsourcing. Available at:
https://www.matechco.com/trackify/
xix. Span BPO, 2021. Services. Span BPO. Available at: http://spanbpo.com/custom-workforce/
xx. Work, 2021. About Us. Work. Available at: https://w4work.com/
xxi. Ibex, 2021. Pakistan. Ibex. Available at: https://www.ibex.co/
xxii. ePlanet Communications Limited, 2021. Services. ePlanet. Available at: https://www.eplanetcom.com/
services/
xxiii. TRG, 2021. About Us. TRG. Available at: https://www.trgpcorp.com/
xxiv. Daily Times, 2021. Pak tech startup Remotebase raises $1.4 million led by Indus Valley Capital.
Daily Times. Available at: remotebase.com
xxv. Elixir Technologies, 2021. Elixir Tango Platform. Elixir Technologies. Available at: http://www.elixir
com/demo2020/elixir-tango-platform/

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ABOUT THIS INDUSTRY ROUNDUP
Pakistan Software Export Board developed this paper by hiring services of an independent consulting firm
to prepare this roundup on Pakistan’s Business Process Outsourcing sector. The paper focuses on
Pakistan-based companies in this vertical and apprises the reader of the expertise available in Pakistan in
the Business Process Outsourcing domain.

DISCLAIMER
All the information provided in this roundup is compiled by the consulting firm and based on the material
provided by the companies covered in this roundup. Coverage in this industry roundup document is not an
endorsement by Pakistan Software Export Board (PSEB), Ministry of Information Technology and
Telecommunication (MoITT) or the Government of Pakistan (GOP). The Pakistan Software Export Board,
Ministry of Information Technology and Telecommunication, or the Government of Pakistan assumes no
commercial financial or legal liability accruing from any transactions with the firms featured in this Industry
roundup document.

A product of TECH destiNATION Media

Commissioned by:

Developed by:

Publishing year: 2021