The ongoing energy crisis has forced the government to make tough decisions. Commercial centers and markets now face strict timing restrictions, requiring earlier closures to conserve power. But one sector just received a critical exemption. Federal Minister for IT and Telecom Shaza Fatima Khawaja announced that call centers and business process outsourcing companies will not have to follow these new rules. That means call centers exempted from timing restrictions amid energy crisis can continue operating without disruption.

This decision did not happen by accident. District administrations have already informed call centers about the exemption. However, the minister acknowledged that the information has been slow to reach all stakeholders. Some challenges remain in its implementation. The government is actively working to resolve these issues to ensure smooth communication and execution. For now, call centers have been clearly reassured. They are not required to follow the same timing restrictions as other commercial sectors during this difficult period.

The timing of this relief is crucial. In addition to the energy related measures, local holidays have been declared in Islamabad and Rawalpindi due to the arrival of foreign delegations. Most businesses will shut down or operate on limited hours. But once again, call centers will continue operations under the exemption. They will not be affected by these holidays either. 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. Disrupting call center operations could mean losing international clients and damaging Pakistan’s reputation as an outsourcing destination.

So what should a call center do if it still faces issues?

The minister has clear advice. Any call center facing problems related to timing restrictions or security measures, particularly in Islamabad, should contact the Pakistan Software Export Board 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 now. It offers centralized support for call centers and BPOs, providing step by step guidance and ensuring that inquiries are resolved within 24 hours. Users can even track their requests through a dashboard. Both PSEB members and non members can register and access these services. So while the energy crisis continues to squeeze other sectors, call centers exempted from timing restrictions amid energy crisis can breathe a little easier. The message from the government is clear. Keep your lights on. Keep your lines open. And keep Pakistan connected to the world.