Wali Zuberi leads both a contact-center operation and a contact-center software business. Here is how he thinks about the floor, the data and the technology.
What makes a contact center perform, in Wali Zuberi’s view?
Team leads, standards and data. Strong team leads turn training into daily habits; written standards make quality measurable; and clean data means agents spend their time in real conversations. Technology helps only when those three are in place. His daily routine for floor managers is in the Call Center Playbook.
Why deliver US programs from Pakistan?
Pakistan offers a deep pool of educated, English-speaking talent, a strong work ethic and a growing technology community. The challenge is meeting the standards US buyers expect in compliance, data handling, reporting and communication — consistently. That is why his operations invest so heavily in process, quality assurance and tooling. The aim is to be evaluated on results, not geography.
How is compliance handled on the floor?
Compliance lives in the systems and the scripts: calling-hour windows, Do Not Call suppression and abandonment limits are configured in the dialer; required disclosures are built into scripts and checked in quality reviews; calls are recorded; and consent evidence is kept per source so it can be produced on request.
What does ARC LLC Technologies build?
ARC LLC Technologies builds contact-center software, automation and AI for operators. WhatsApp Dialer Management, which lets supervisors oversee dialer operations from WhatsApp, is live. ARC also offers a 7-day free trial of its Data Tool with 500,000 scrub credits on signup, and a free trial of its automated call flow manager. See contact-center tools.
Where does AI help a contact center, and where does it not?
AI helps with work that is repetitive and measurable: transcribing and summarizing calls, flagging calls for quality review, spotting missing disclosures and surfacing trends in reporting. It should not replace the judgment of supervisors, the empathy of a good agent or accountability for compliance decisions. More in Contact-Center Automation: Seven Use Cases to Automate First.
Which metrics does he watch?
Contact rate, conversion to the buyer’s real outcome, abandonment rate against its limit, average handle time in context, quality-review scores, agent attendance and cost per acquired customer. No single metric is allowed to run the floor on its own.
Why manage dialers from WhatsApp?
Supervisors are rarely at a desk when a campaign needs attention. Bringing status, alerts and a narrow set of controls to the messaging app teams already use shortens reaction time — provided the guardrails are strict: allowlisted users, role-based permissions, confirmations, server-side limits, a full audit trail and no customer data in the chat. Detail: Running WhatsApp-Controlled Dialers.
How should a new call center get started?
Start narrow: one vertical, one buyer relationship, documented standards and clean data before scale. The first 30 days decide the habits of the floor. A step-by-step plan is in How to Open a Pay-Per-Call Call Center: The First 30 Days.
How can operators reach Wali Zuberi about technology or partnerships?
Through the contact page or by phone at +1 407 586 5957. Software trials are started directly with ARC LLC Technologies.