The Resource Group - a multinational outsourcing company.
The Resource Group (TRG) is a USA-based, global provider of customized outsourcing solutions and proprietary technology to Fortune 500 and FTSE 100 companies. With an existing employee base of over 6,000, our domain expertise and breadth of services encompass Contact Center / BPO, Software Technology and Managed IT Services. Some of our products include Contact Center Suite (CCMS), Academic Management Systems, Social Media Monitoring and Customer Experience Management solutions.
We help clients accelerate revenue growth, improve operational effectiveness and dramatically increase customer satisfaction levels, while reducing costs. Backed by leading investors, we have a unique capability to provide a diverse range of BPO solutions across industry verticals from our global locations, thereby providing our clients with highly customized solutions that efficiently and effectively solve your product and service needs. Our leadership across all service lines consists of senior executives with global, blue-chip experience.
TRG operates on a global scale with offices across North America, South America, Europe, Africa and Asia.
About TRG Pakistan
The Resource Group (TRG) Pakistan is the country’s largest provider of BPO services with 4 locations in Karachi and
Lahore – Pakistan’s largest cities and financial centres.
TRG Pakistan set up its operations in 1999 by establishing a contact centre in Lahore with a total strength of 50 employees. It became the first listed IT-enabled services company of Pakistan. Today, TRG Pakistan is over 1,200 employees strong and counting. Its team of professionals is providing several Fortune 1000 companies with unparalleled support across Contact centre, IT services, Finance & other back office functions. It is amongst the top 30 public companies in Pakistan and has performed the largest equity raising at Karachi Stock Exchange in the past decade.
Fully-Equipped, Modern Facilities
At TRG Pakistan, we rely on state-of-the-art operational platforms and proven management and training processes to deliver the consistency and quality your customers deserve. Operating 24/7/365, our facilities offer maximum flexibility to serve your customers at their convenience.
TRG has become a leader in the industry by developing a team of high caliber professionals. All of the Pakistan operations are performed by our locally trained staff. Our employees are all graduates from the country’s top schools and their skills are further enhanced by TRG’s proprietary communication skills program. This eliminates communication barriers between agents and customers- an essential aspect of successful outsourced operations. Our highly experienced management team oversees all operations and promotes TRG’s culture of excellence.
We maintain redundant paths with MPLS and Internet network which connect to two redundant data center locations.
Under Sea Cables include redundant paths and carriers:
• SMW III Cable
• SMWIV Cable
• Transworld Cable
MPLS connectivity includes:
• Global Crossing
Network latency SLAs for U.S to the Pakistan (POP to POP) is less than 300 ms for voice. The network is a shared network that is segmented by client campaign and users specific to each program. Kaspersky anti-virus software is installed on all systems and centrally managed.
Encryption is used whenever sensitive information is transmitted over a publicly accessible network. Methods of encryption used include VPN, SSL, SFTP.
Brilliant minds working together as one enterprise to deliver best-in-class technology enabled solutions
To be the absolute leader in providing BPO Solutions, delivering exceptional value to our clients through high performance teams
Karachi is the business hub of Pakistan and the country’s largest city. It is home to the nation’s largest stock exchange, and a number of major local industries. A melting pot of people and cultures from the entire South Asian region, Karachi has a distinct metropolitan flavor. It has a population exceeding 15 million and a well-established IT and ITES industry that has flourished over the past decade. Karachi also has a large concentration of young, college educated people providing a high quality workforce to satisfy your service standards. It has the highest literacy rate in the country and 19% of the population has Master’s and/or Bachelors’ Degrees and/or IT education. It is home to some of Pakistan’s most prestigious universities and thousands of regional students supply a pool of well-educated, enthusiastic employees ready to meet cyclical service needs. Karachi is also viewed as the software outsourcing capital of Pakistan.
TRG’s current facility in Karachi has been operational since 2004. It spans across two buildings- the FTC and NIC, with a combined total capacity of approximately 20,000 sq. feet and over 500 seats. The buildings are in close proximity and both have fiber connectivity and power backup with generators and UPS configurations. Both buildings are located right at the heart of the city- the bustling Shahrah-e-Faisal area. This makes them centrally accessible for our clients while also positions TRG to attract human capital from the top universities located nearby. The addition of another 30,000 sq. feet and 500 seats to the capacity is in process.
All of our agents in Karachi have undergraduate degrees and a significant number also have graduate degrees. English is the official language of Pakistan and that is also reflected in our agents’ speech. Our centre in Karachi is an integral part of the TRG infrastructure and offers strong capabilities in outbound customer acquisition and telemarketing. TRG’s Karachi facility consistently outperforms industry benchmarks as well as other contact centre locations.
‘The Heart of Pakistan’- Lahore, has a population of 6.5 million, making it the second-largest city of the country. It is a city of artists and poets and known for its rich heritage and awe-inspiring architecture. It is a city of lively, good-natured people whose most endearing trait is their warmth and hospitality towards other cultures.
Lahore is also renowned as Pakistan’s educational centre. It houses some of the oldest universities of the region as well as the top English-medium schools of the country. 11% of Lahore’s workforce possesses Bachelor’s and/or Master’s degrees and the city continues to churn out thousands more of highly competent employees into the pool every year.
Lahore is TRG's original facility and has been effective since the company's inception in 2002. The operations are spread across two state-of-the-art, purpose built facilities with a combined area of 47,000 sq. feet and 600 workstations. They are situated on Raiwind Road at Thokar Niaz Baig, which is quickly expanding into the new commercial and educational hub of the city. With many large educational institutions setup in the area, the facility ensures a fluid pool of highly skilled and talented personnel suited to its jobs.
TRG’s Lahore facilities have long specialized in providing high-caliber inbound customer service. These programs include a wide range of services- from customer care to highly specialized IT support. This is made possible due to Lahore’s excellent labour pool which draws top candidates from several institutes of higher education in the city. We only hire agents with undergraduate degrees at minimum and with excellent written and spoken English skills.
Over the past decade, Pakistan has emerged as an attractive destination for offshore outsourcing. Pakistan offers a robust and competitively priced telecom and physical infrastructure. English is the official language for all business and legal matters and with the country producing over 400, 000 college graduates per year; Pakistan provides a high-quality and low-cost solution. Total infrastructure and labor costs are approximately 30% less than those in other prominent BPO offshore destinations, such as India and the Philippines.