English-fluent agents in Pakistan handling support, virtual assistance, back office, and content operations for clients across 10 cities, 9 timezones. Western business hours, costs that make sense, quality that holds up under audit.
Our Islamabad operations centre runs in shifts that overlap with every business day on earth that matters — London open, New York close, Singapore lunch. The arcs below are the cities we’ve actually staffed accounts in, not a marketing map.
Voice, chat, ticket, back-office, moderation, sales — we staff and manage all of it under one roster. Cross-trained agents move between queues so coverage doesn’t break when traffic shifts.
Tier 1 and tier 2 support across voice, live chat, email, and ticket queues. We sit inside your help desk — Zendesk, Intercom, Freshdesk, HubSpot, Gorgias — and follow your tone, your macros, your escalation rules.
Dedicated assistants for founders, executives, and lean teams. Calendar, inbox, research, travel, vendor coordination, expense reports — all the work that shouldn’t be on the calendar of someone earning more.
The high-volume work that powers your front office. Data entry, document processing, claims, KYC, payment reconciliation — done with documented SOPs, four-eyes checks, and reproducible quality reports.
Tier 1 and tier 2 helpdesk for SaaS products and internal IT. Agents trained on your product, your stack, your known issues. We escalate clean — with reproduction steps, environment data, and a plain-English summary engineering actually wants to read.
Review queues for marketplaces, social platforms, and UGC products. Policy enforcement, appeals, escalation paths — with mandatory wellness breaks and rotation off graphic queues. We treat reviewer welfare as part of the SOP, not an afterthought.
SDR teams that research, prospect, qualify, and book — or full closing teams when the deal cycle is short. Native English, native CRM (HubSpot, Salesforce, Pipedrive), native to your ICP.
Every metric below is reproducible from our weekly QA reports. No inflated headcount, no vanity uptime claims — the same numbers we present to clients in QBRs.
Most BPO disasters start with month-one over-staffing. We start small, prove the playbook, then scale — so you never pay for headcount you can’t use.
Map the work, the tools, the SLAs, the volume curves. Define what success looks like in numbers, not adjectives.
Pull from our standing roster of vetted agents, plus targeted hiring for any specialist roles. English fluency screened, not assumed.
Two-week onboarding into your tools, tone, and product. We document the playbook as we go — you keep it whether we stay or not.
Small team, real volume, daily QA reviews. The week we find the leaks before they become structural. Adjust everything that needs it.
Ramp headcount on your demand curve, not a fixed contract. Add languages, queues, and timezones as the work shows up.
Weekly QA, monthly retraining cycles, quarterly QBRs. The team gets better every month it’s on the work, not worse.
PKT (UTC+5) covers London business hours, US evenings, and APAC late afternoons in one shift. Three rotated shifts give you 24/5 without anyone working overnight on a regular basis.
Pakistan’s tertiary education runs in English — we inherit that and screen further for accent, written clarity, and tone-matching to your brand voice. UK and US tone available.
40–60% savings vs onshore at parity service quality. We don’t race to the bottom on agent wages — that’s how attrition kills your CSAT. Fair pay, lower fully-loaded cost.
Western media literacy, business etiquette, and humour — agents who can banter with a frustrated customer in Brooklyn or escalate calmly to an enterprise account in Frankfurt. Soft skills that don’t need a script to fake.
Pilot of 3–5 agents typically goes live in 2–3 weeks from contract signing. That covers vetting, training on your tools, and a soft-launch shadow week. Full ramp to a 20–30 agent team usually lands at 6–8 weeks.
UTC−5 (US East) through UTC+9 (Tokyo). Three overlapping shifts anchored on PKT cover all of those without putting any agent on a permanent overnight rotation. 24/7 is also available with a small premium for the full graveyard shift.
Three-agent pilot for support / VA work. Back office and moderation start at 5 agents (single-agent coverage breaks too easily for those queues). Outbound sales engagements typically start at 4 SDRs to make territory math work.
Locked-down workstations with no removable storage, biometric floor access, NDAs and DPAs in place per agent. We’re accustomed to GDPR, HIPAA, and PCI-DSS scoped engagements — we’ll work to whatever your compliance officer signs off on.
Educated-fluent (CEFR C1+). Pakistan’s university system runs in English, so professional written and spoken English is the baseline. We screen further for accent neutrality and tone-matching during recruitment. Voice samples available before you commit.
Voice (inbound and outbound), live chat, email, ticket queues, WhatsApp Business, SMS, in-app messaging, and social DMs. Channel-specific QA rubrics for each — tone for chat is not tone for voice, and we don’t pretend it is.
Per-seat monthly with FTE pricing, or per-resolution / per-ticket for high-volume support. Full transparency on what’s in the rate — agent wage, supervision overhead, QA, infra, margin. No mystery fees, no minimum-commitment lock-ins past the pilot phase.
Replacement at no cost within the first 30 days, no questions asked. After that, performance issues run through a documented improvement plan — we’d rather coach than rotate, but we will rotate quickly if the data says we should.
Send us your queues, your volumes, your tools — we’ll send back a staffing model with realistic ramp dates and a fully-loaded cost. Reply within 4 hours.