In the current economic environment, call center positions are important. particularly as customer service remains an important difference in today's industries. A call center is a centralized workplace where live chat, email, and phone calls handle client relations. The call center's main goals are customer service, answering questions, and solving objections.
Over the past ten years, Bangladesh's call center business has experienced massive growth. The nation's growing ICT infrastructure, an English-speaking workforce, and government assistance. Because of its development, Bangladesh is becoming a competitive competitor in the global outsourcing business. Today, call centers are a strong part of companies in many different industries, serving as a direct line of communication between companies and their clients, increasing client loyalty and satisfaction.
Call centers come in different shapes, each with a specific purpose. While outbound call centers focus on making calls for sales, surveys, or follow-ups. Inbound call centers handle incoming customer questions and support.
Additionally, the call center service frequently intersects with more general knowledge process outsourcing (KPO) and business process outsourcing (BPO). KPO entails highly specialized, knowledge-intensive jobs, while back office BPO usually consists of important support and service operations. Multiple call centers provide specialized services according to retail, healthcare, banking, and telecommunications business demands.
In Dhaka, call centers can be organized based on their services and location (in-house, outsourced, offshore).
Here's a more detailed analysis of call center types in Dhaka:
An inbound call center is a customer service function where agents receive calls created by customers. Basically, customers call their SIM provider's help number. For example, 121/999
These calls can be about:
A company that makes outgoing calls to clients is known as an outbound call center. Outbound call center work on sales, lead collections, surveys, research, fundraising, and proactive customer notifications are just a few reasons businesses make outbound calls.
These calls can be about:
Domestic call centers handle customer relationships and provide support within a country's borders, encompassing inbound, outbound, virtual, and automated models to address various customer needs.
Examples of Domestic Call Center Companies:
International call centers, also known as offshore call centers, are customer service and technical support facilities that handle calls from customers located in different countries, often outsourcing these services to locations with lower labor costs.
Examples of International Call Center Companies:
Technical support centers give training on ICT tools and applications as well as technical help, fixes, and direction for ICT systems and tools, including software and hardware. Like those offered by Star Tech Service Center .
Examples of star tech support centers in Bangladesh:
Dhaka: Level-3, Minita Plaza, 54 New Elephant Road
156 Concord Colosseum, Multiplan Center, New Elephant Road
Chattogram: HNS Tower (Beside National Bank), 2628/1 CDA Avenue, GEC Circle, Nasirabad
Rajshahi: Moon Rabeya Tower (1st floor), South Dorikhorbona, Boalia
Additional Locations: Star Tech may be found throughout the nation thanks to its distribution centers in Dhaka, Chattogram, Khulna, Rangpur, Gazipur, Rajshahi, and Mymensingh.
Businesses that use phone calls to market goods and services and create leads are known as telemarketing call centers, or outbound call centers. Notable companies in the area include SkyTech Solutions, ASL BPO, and Quantanite.
These calls can be about:
Customer service operations that use cloud-based systems, often known as virtual or cloud-based call centers, enable agents to operate remotely and manage customer relationships from any location with an internet connection, doing away with the requirement for a physical office.
Examples of Virtual or Cloud-Based Call Center Companies:
Call center positions in Dhaka are well-known on employment boards like LinkedIn and Bdjobs Call center agents are frequently employed by many businesses, including Genex Infosys, Digicon Technologies, and SSL Wireless. Examples of domestic call centers in Dhaka are down below:
In GP call center job in Dhaka, employees provide customer care by answering questions and service requests from GP customers via phone or online. Maintaining high customer satisfaction and smooth communication between the business and its users depend on these positions.
Grameenphone usually runs GP call center jobs in Dhaka directly or through outside partners like Digicon Technologies or Genex Infosys. These companies provide full-time and part-time job positions for students and those who are looking for part-time call center jobs in Dhaka.
Airtel and Robi are both maintained by the same company with different names. Airtel is a sub-brand of Robi Axiata PLC in Bangladesh. In 2016, Airtel Bangladesh combined with Robi. Customer assistance for Robi Axiata Limited's subscribers via phone, email, and online chat is the responsibility of a Robi Call Center employee. Robi is one of the top telecom providers in Bangladesh.
As like other telecom providers, they also have outside partners like Miaki, Genex Infosys, or Digicon Technologies.
ASL BPO is one of the international call center jobs in Dhaka. Serving foreign clients, primarily from the USA, Canada, and other English-speaking nations, with expert customer care, telemarketing, lead generation, or back-office services. Since the majority of the company's clientele are located in North America, it provides night shift call center center positions, which is perfect for people who don't mind working late.
You can also look on Facebook groups like—
Openings are also listed in newspapers such as Prothom Alo Jobs. Your prospects can be increased by having strong English and being open to working nights.
Getting a call job in Dhaka needs focused preparation. Begin by creating a strong resume and application. A strong resume will show your communication abilities, customer service experience, and technical skills for a call center company. Be sure to highlight specific experiences, such as handling customer questions or working with CRM software, that show your skills for the role.
Additionally, your cover letter for each job can have a powerful impact. Bring up the company name and job description, describe your skills, and explain why their team needs you.
The next step after submitting your application is to be ready for interviews. Questions like "How would you handle an angry customer?" and "Why do you want to work in customer service?" are frequently asked during call center interviews. You can grow your confidence by rehearsing your responses and even role-playing with a friend. Give examples of how you've handled problems or would handle crucial situations to show your problem solving abilities.
If your interview goes well, you'll probably have to go to a training period as part of the onboarding process. Training for call center positions in Dhaka usually lasts a few days to several weeks and covers internal policies, customer care methods, and company systems. Understanding the company culture is important for good performance and quick adaptation.
After you are recruited, many companies also provide ongoing training or mentoring to help you develop your abilities and advance within the company.
Working at a call center requires technical expertise, problem-solving talents, and practical communication skills because agents deal directly with clients through chat, email, and phone conversations.
Communication skills are important to this position. To make sure that clients get the information being given, it is necessary to communicate clearly both orally and in writing. Active listening is important since it enables agents to understand the customer's problems and react completely.
Furthermore, speaking clearly and controlling one's tone can impact how the customer perceives you and help you establish a relationship, especially during conversations.
Problem-solving ability is another important ability in a call center setting. Agents must consider relevant information and ask the proper questions to detect client problems. After identifying an issue, it is important to implement practical solutions while sticking to rules. This frequently calls for quick thinking and creativity to satisfy the client's needs.
When dealing with challenging clients, it's equally necessary to maintain calm and professionalism while employing patience to defuse the situation and provide a satisfying client experience.
Technical knowledge is also important, as modern call centers depend on different software and digital tools. Agents should be comfortable using customer relationship management (CRM) systems, ticketing platforms, and VoIP tools to track and resolve customer issues. Basic IT knowledge helps to fix simple tech problems that may come up during a shift.
Moreover, since technology in customer service is always growing, the ability to quickly learn and adapt to new tools and platforms is a valuable asset for anyone in this role.
In summary, success in a call center job depends on a mix of technical skills. Influential communication, strong problem-solving abilities, and comfort with technology are the foundation of a great call center agent. Learning these skills improves daily performance and improves long-term career opportunities in customer service.
There are several benefits to working at a call center in Dhaka, which makes it a sensual career. Opportunities for job advancement are the main advantages. Employees can move up the corporate ladder depending on their performance and expertise.
Additionally, they fund training industries and skill development, giving people suitable technical, customer service, and communication abilities. Employees also have access to industry networking opportunities, which may open up new career chances.
The wages provided by Dhaka call centers are still another important bonus. Several businesses offer excellent competitive salary packages when reaching equal entry-level positions. Bonuses and performance are another way that employees can be rewarded for their hard work.
Furthermore, to improve the overall work experience, contact centers frequently provide health benefits and other benefits like meals, transportation refunds, and entertaining opportunities.
Last but not least, call center service work schedules are a big plus point. Employees can select schedules that best fit their personal responsibilities with different shift and part-time options. Some businesses even provide remote working options to people who need or want to work from home. These arrangements make the job easier for a wide range of people while promoting a healthy work life balance.
The difficulties that call center workers confront are a reflection of the many different kinds of challenges that people in this hard industry endure. High stress levels are one of the main issues since call center workers frequently deal with angry or disgruntled consumers, which can be emotionally taxing. This stress is increased by the need to reach stringent performance goals, such as call handling time and customer satisfaction ratings. It can also be very difficult to manage a large number of calls while remaining composed and professional.
Employment conditions and job stability present another major obstacle. Workers experience uncertainty because many call center jobs are given on a contract rather than as permanent ones. Because the sector is so competitive, job insecurity may affect even individuals with permanent positions.
Furthermore, abrupt changes in job duties or the complete loss of some functions may result from changes in client expectations and corporate objectives.
Finally, call center jobs are increasingly being impacted by technology. Automation and AI-powered customer support systems are replacing some of the jobs that human representatives used to perform. Employees must thus constantly adjust by receiving training in order to keep abreast of developing technologies. This change raises questions about the future of employment in the call center sector as well because technology developments may cause some roles to become less common or more specialized.
Dhaka is a great place for anybody looking for a career in customer service. Because it has a vibrant and expanding call center employment market. So many domestic and foreign businesses have established offices in the city, and job seekers can choose from a combination of options that provide competitive pay, work schedules, and opportunities for professional development.
The top call center jobs in Dhaka offer a stepping stone to develop important communication skills, acquire industry experience, and progress in a work environment, regardless of your level of experience. Now is a fantastic moment to investigate the Dhaka call center sector and advance your career because of the growing demand for high-quality customer service.
The pay range for call center positions in Dhaka as of early 2025 changes based on the position, employer, and amount of expertise. The average monthly salary for entry-level call center representatives is BDT 15,667.
However, depending on experience and performance, monthly compensation can change from BDT 15,000 to BDT 35,000. Call center agents at Digicon Technologies are expected to earn between BDT 110,000 and BDT 119,000 annually. With an average yearly salary of about BDT 430,000 and potential earnings ranging from BDT 197,600 to BDT 684,900, depending on experience and education.
Call center managers in Dhaka make substantially more money. Even if entry-level jobs pay little, career advancement in the Dhaka call center sector may result in higher incomes.
Since the requirements for entry-level call center employment in Dhaka are typically available. Young professionals and new graduates choose these opportunities. The majority of employers demand a bachelor's degree in any field or the Higher Secondary Certificate (HSC) as a minimum educational requirement. Strong English and Bangla communication abilities are necessary. It's also critical to have a basic understanding of computer literacy, which includes typing and familiarity with office programs. Candidates with strong interpersonal skills, patience, and the capacity to bear pressure. Particularly when handling client objections or questions that are generally desired by employers. Although it's not necessarily required, having some past customer service experience can be beneficial.
Dhaka contact centers usually have a highly structured work environment. First call solution and client satisfaction. The majority of call centers work in open-plan office spaces with individual desks furnished with laptops and headphones. Because agents are expected to manage large call volumes, resolve issues, and always maintain a polite and professional tone, the environment may be both busy and stressful. Employees may be required to work nights or weekends because hours are typically rotated, and many centers, particularly those that serve clients from abroad, are open around the clock. Many contact centers offer a cooperative work environment with team-based objectives, performance rewards, and career prospects in spite of the difficulties. In order to lower stress and raise morale, some also provide facilities including training sessions, break rooms, and leisure activities.
