ibex Pakistan

What ibex Pakistan does

ibex Pakistan, legally Virtual World (IBEX Global), is a Karachi-headquartered Business Process Outsourcing (BPO) firm operating as a subsidiary of TRG (The Resource Group). It delivers outsourced customer experience, fraud and risk management, and multilingual (English, Mandarin, Sindhi) support from offices in Karachi, Lahore and Islamabad for enterprise clients primarily in Pakistan's telecommunications, banking and global e-commerce sectors. Named enterprise customers include Mobilink (now Jazz), Telenor Pakistan, Warid Telecom, National Bank of Pakistan and SquareTrade; ibex has publicly stated that it works with 4 of Pakistan's 5 mobile telecom operators and has been recognized as a top IT-enabled services exporter by PSEB (2016, 2019, 2020) and at the P@SHA ICT Awards (2022).

The company's service portfolio comprises five core lines — Customer Success Specialist, Email & Chat Support, Client Support, Mandarin Language Customer Support, and Fraud & Risk Operations — delivered through agents using CRM, Order Management Systems (OMS) and Knowledge Base Systems (KBS) tooling (Salesforce is specifically referenced in the fraud/risk workflow), with performance measured against Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR) and Average Handling Time (AHT). Underpinning delivery is the proprietary ibex. Learning Academy (ILA) and Certified Customer Service Professional (CCSP) certification — described as the only specialized customer service certification of its kind in Pakistan — alongside talent-acquisition programs such as iSprint and iScholarship that feed a captive hiring funnel (2,000+ ILA students enrolled, 1,000+ subsequently employed).

Revenue is generated through multi-year managed-services and professional-services outsourcing contracts negotiated directly with enterprise clients; pricing is quote-based and not publicly disclosed. The company markets via its talentibex.com careers and community portal, an active social media footprint (LinkedIn, Facebook, Instagram, YouTube, TikTok, WhatsApp, Facebook Messenger), university career expos and corporate social responsibility programs. The firm has not disclosed funding rounds, revenue figures, or M&A activity in the source material, and operates as a private entity within the TRG ecosystem.

Name

ibex Pakistan

Legal name

Virtual World (IBEX Global)

Website

https://talentibex.com

Company type

Private

Founded year

2012

Operating status

Operating

Headcount range

5,001–10,000 employees

Short description

ibex Pakistan (legally Virtual World (IBEX Global)) is a Karachi-headquartered BPO subsidiary of TRG delivering outsourced omnichannel customer experience, fraud and risk operations, and Mandarin/multilingual support from Karachi, Lahore and Islamabad for telecom, banking and global e-commerce clients.

Ownership category

akta.pro rank

Product category

Outsourced Contact Center and BPO Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)

SIC

Finance Services (6199), National Commercial Banks (6021)

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

Keywords

• Contact center outsourcing
• Business process outsourcing
• Customer experience services
• Fraud risk management
• Multilingual customer support

Headquarters

HQ city

Karachi

HQ country

Pakistan

HQ region

Asia

Offices3 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure, Supply Chain

Revenue model

1. Outsourced BPO / Contact Center Contracts: Multi-year outsourced call center and customer support contracts (e.g., three-year NBP call centre services contract) with enterprise clients in banking, telecom and e-commerce, billed on a managed services basis.
2. BPO Customer Support Services: Recurring customer success, email & chat support, social media coordination, fraud & risk management, and outbound sales services delivered by on-site agents across Karachi, Lahore and Islamabad, billed as outsourced CX services.
3. Offshore / Near-shore IT-enabled Services Export: Export of IT-enabled services (ITES) and BPO solutions to global brands; recognized among Pakistan's largest exporters of IT-enabled services per PSEB and P@SHA award citations.

Pricing tiers

Go-to-market motion1 record

Distribution channels4 records

Marketing channels7 records

Core offering

ibex Pakistan operates an outsourced contact-center (BPO) platform that delivers customer experience, sales and back-office support for enterprise clients, principally in telecom, banking, e-commerce and fintech. The offering is built around five named service lines — Customer Success Specialist, Email & Chat Support, Client Support, Mandarin Language Customer Support, and Fraud and Risk Operations — delivered from delivery centers in Karachi, Lahore and Islamabad. Revenue is generated through multi-year managed-services contracts priced on a per-seat / FTE basis, supported by CRM, OMS, KBS and Salesforce tooling.

Product overview

ibex Pakistan operates a Business Process Outsourcing (BPO) platform-plus-modules architecture anchored on its core Customer Experience (CX) delivery function. The core platform comprises five named service lines — Customer Success Specialist Service, Email & Chat Support Service, Client Support Service, Mandarin Language Customer Support, and Fraud and Risk Operations — delivered from offices in Karachi, Lahore, and Islamabad against KPIs including Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT). Underpinning this core platform, ibex offers the ibex. Learning Academy (ILA) training and certification program (which produces the CCSP certification), the iSprint Challenge student innovation competition, and the iScholarship program. Agents supporting these service lines operate against CRM, OMS, and KBS tools (including Salesforce in fraud/risk) and the company's four stated values — Respect, Integrity, Transparency, Excellence (RITE) — for both international and domestic clients.

Differentiator

Problem solved

Functional benefit

Brands

• ibex. Learning Academy (ILA): A training program/academy at ibex Pakistan offering the Certified Customer Service Professional (CCSP) certification; 160 hours of training across verbal/non-verbal language, system maneuvering, and recruitment preparation.

Products and services

• Customer Success Specialist Service ibex Pakistan's primary inbound voice customer-support service line, in which Customer Success Specialists handle incoming calls from end customers of enterprise clients (principally telecom operators). It is the foundational English-language voice CX offering for clients such as Mobilink/Jazz.
• Email & Chat Support Service Written-channel customer support service where ibex agents respond to customer queries by email and live chat on behalf of enterprise clients. It complements the voice Customer Success Specialist service for clients with high email/chat volumes such as global e-commerce and fintech brands.
• Client Support Service Multi-channel client-support service (calls and chats) delivered primarily from ibex's Islamabad delivery center for enterprise clients, including US/English-language support engagements.
• Mandarin Language Customer Support Multilingual customer support service delivered in Mandarin Chinese by native Chinese speakers based in Pakistan, enabling international clients (including Chinese-market and Mandarin-speaking end customers) to receive voice and written support from ibex's delivery centers.
• Fraud and Risk Operations Specialized BPO service where ibex agents perform real-time transaction monitoring, fraud detection and case management (using Salesforce) on behalf of financial-services and e-commerce clients, including transaction-dispute handling for retail banking customers such as National Bank of Pakistan.
• Outbound Sales Services Outbound sales and sales-support service where ibex agents run outbound calling campaigns, lead qualification and sales-support activities on behalf of enterprise clients (such as telecom retention and upsell programs).
• Social Media Coordination Services Social media management and coordination service where ibex agents handle brand social-media interactions and customer engagement on social channels for enterprise clients.

Quantifiable outcome

• 1,000+ ILA program graduates working at ibex Pakistan
• +2 more outcomes

Named customers6 records

Segments5 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability2 records

Feature5 records

Partnerships

14 partnerships are on record, tiered minor, core and flagship.

• Bahria UniversityminorGTM or Marketing Partner · 22 February 2017IBEX Global participated as hardcore participant in Bahria University Career Expo 2017 for hiring and employer branding, helping connect with potential candidates across disciplines.
• SZABIST Entrepreneurial SocietyminorGTM or Marketing Partner · 9 January 2017IBEX Global's Senior Manager HR Junaid Alam was invited as guest speaker at SZABIST 'Share Your Vision' workshops, addressing graduating students on HR skills and talent attraction/retention.
• SquareTrademinorStrategic or Co-development Partner · 4 December 2016SquareTrade management team participated in Team Leadership Summit 2016 at Movenpick Hotel Karachi led by IBEX; SquareTrade's Rahim Vira engaged with IBEX leadership on pressure handling and leadership.
• National Bank of Pakistan (NBP)coreStrategic or Co-development Partner · 19 August 2016Three-year call center outsourcing contract signed in Karachi extending an existing partnership since December 2012. NBP EVP Mohsin Furquan described the goal of attaining leadership in service quality; ibex CEO Nadeem Elahi noted the partnership reinforces ibex's position among Pakistan's largest IT-enabled services exporters.
• Mobilink (now Jazz)flagshipStrategic or Co-development Partner · 11 July 2016Strategic outsourcing alliance under which Mobilink outsourced its Karachi and Islamabad based contact centers to IBEX Global (a TRG company). Mobilink's CCO Aamir Ibrahim cited the deal as enhancing customer experience and accelerating career progression for employees. With Mobilink, IBEX worked with 4 of Pakistan's 5 mobile telecom operators.
• The Indus HospitalminorGTM or Marketing Partner · 7 February 2016IBEX Global was a proud sponsor of the first ever Indus Hospital Family Carnival held on February 7, 2016 at PAF Museum Karachi with an audience of approximately 15,000 individuals.
• DAWN (Pakistan newspaper)minorGTM or Marketing Partner · 6 February 2016IBEX Global was a proud sponsor of Dawn's Education Expo 2016 held February 6–7, 2016 to reach out to college/university graduates aged 15–27.
• Kaawish Welfare TrustminorOthers · 11 January 2016Earthquake 2015 relief drive organized by IBEX Global from November 18–20, 2015; donations given to Kaawish Welfare Trust, with 100 tents dispatched to affected districts of Bajour and Lower Dir (Shangla).
• Benazir Bhutto Shaheed University Lyari (BBSU)minorGTM or Marketing Partner · 18 November 2015IBEX Global was an official sponsor of the BBSU Job Fair 2015 held at Marriott Hotel, engaging with 2,000+ students from 25+ public and private sector universities.
• Warid TelecomcoreStrategic or Co-development Partner · 16 November 2015Business collaboration since November 2012; celebrated annually through 'MY DAY' events. The 2015 event recognized top performers with senior management from IBEX Global and Warid (including Nadeem Ilahi) attending cake cutting and award distribution.
• Telenor PakistancoreStrategic or Co-development Partner · 15 November 2015Telco client relationship hosting annual Telenor Premier League (TPL) cricket tournament at IBEX Karachi with Telenor Management; High Value Customer Care Campaign and WCA Best Customer Care award referenced.
• SOS Village (Pakistan)minorOthers · 3 August 2015IBEX Global conducted a Ramadan 'Donation Drive' (July 8–10, 2015) and arranged an iftar for 200 kids at SOS Village in Karachi on July 13, 2015. SOS Village is described as a world reputed NGO caring for children until they can support themselves.
• TRG (The Resource Group)flagshipStrategic or Co-development PartnerParent company relationship — IBEX Global is referenced as a TRG company. TRG brands the broader ecosystem (Red Club, TRG Knights) and provides co-branded events such as Red Premier League cricket tournament.
• Saarim Burney TrustminorOthersIBEX Global visited Saarim Burney Trust on July 14, 2015 to distribute donated clothes, toys and jewelry to shelter homes for orphans, mentally disabled and the elderly.

Scale indicators8 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Foundever: Formed from the merger of Majorel and Sitel, Foundever is a global CX/BPO leader with multilingual omnichannel delivery and significant emerging-market operations. Directly comparable in service catalog and enterprise client profile.
• Alorica: Privately held global CX outsourcing provider offering multilingual voice, chat, email, and social support with sizable offshore/near-shore delivery. Directly comparable service mix and customer base.
• iQor: Outsourced customer support and BPO provider with strength in CX, debt recovery, and fraud/risk operations. Closely comparable in fraud and risk management services and omnichannel delivery.
• Concentrix: Large global CX/BPO operator with deep telecom and financial services client books and growing delivery footprint in South Asia. Closely comparable in service mix (customer support, fraud/risk, digital CX) and tier-1 enterprise go-to-market.
• Teleperformance: Global leader in outsourced customer experience management with similar omnichannel (voice, chat, email, social) delivery to enterprise clients across telecom, banking, and e-commerce. Comparable in operating model and client verticals, though at much larger scale.
• TaskUs: Digital-first BPO/CX provider with strong content moderation, trust & safety, and customer support offerings. Comparable in serving tech-enabled, high-growth enterprise clients (e-commerce, fintech) with mid-sized delivery centers in South/Southeast Asia.
• Startek: Global customer experience BPO with delivery centers across multiple geographies including South Asia. Comparable in voice/email/chat support for telecom, banking, and e-commerce clients and similar tier-1 enterprise focus.
• TTEC Holdings: Customer experience technology and services firm with comparable omnichannel BPO offering and AI-augmented agent model. Directly comparable in delivery model and target verticals (telecom, financial services, e-commerce).

Broad incumbents

• IBEX Global: Parent/affiliated global CX outsourcing firm (formerly TRG affiliate) that owns the broader IBEX brand and operates delivery centers across multiple countries. Highly comparable service offerings and shared go-to-market with ibex Pakistan.

Emerging players

• Helpware: Mid-sized outsourced CX and content moderation provider with delivery centers in Eastern Europe, Latin America, and the Philippines. Comparable in customer support, content moderation, and AI-data services for tech and e-commerce clients, though smaller and less Pakistan-exposed.

Market position

Strengths4 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/ibex_Pakistan
• YouTubeyoutube.com/@ibex.pakistan
• Facebookfacebook.com/ibex.connect
• LinkedInlinkedin.com/company/ibexpakistan
• Instagraminstagram.com/ibex.pakistan
• TikToktiktok.com/@ibex.pakistan

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about ibex Pakistan