BPO Sector — A Key Foreign Currency Earner — Under Pressure Amid Rising Mugging Fears

The surge in muggings across the capital is no longer merely a matter of personal safety for ordinary citizens; it has emerged as a growing concern for the national economy as well. In particular, the foreign-currency-earning Business Process Outsourcing (BPO) sector, which is heavily reliant on information technology, now faces serious risks due to the deteriorating security situation. Many of these firms provide back-office services to overseas companies and operate in alignment with international time zones. As a result, a large proportion of employees must work throughout the night and return home during the early hours of the morning — precisely when they become easy targets for muggers.

Industry insiders report that incidents of assault, mugging, and physical harassment targeting BPO employees have risen alarmingly in recent months. The danger is no longer confined to commuting routes; in many cases, employees are being attacked even in areas close to their homes. This has created intense fear among workers, directly affecting organisational operations and overall productivity.

Night Shifts, Dawn Risks

Most international BPO companies operating in Bangladesh serve clients based in the United States and Europe. To match those office hours, employees in Bangladesh must work night shifts. Typically, work begins in the evening and continues until dawn. After exhausting shifts, employees set off for home at a time when many streets in the capital are deserted and unsafe.

Although some companies provide transport services, these arrangements are often insufficient. Office vehicles frequently drop employees at major road junctions rather than directly in front of their homes. From there, workers must walk or take rickshaws through dimly lit alleys or empty streets — the most vulnerable part of their journey.

Meanwhile, a significant number of employees commute using personal vehicles, particularly motorcycles. Travelling along isolated roads late at night or at dawn, they are often intercepted by muggers. Mobile phones, laptops, cash, and other valuables are snatched away, and in many cases, victims are physically assaulted if they attempt to resist. Industry sources state that such incidents have increased at an alarming rate in recent times.

No Safety Even Near Home

An even more troubling aspect of the situation is that mugging incidents are no longer confined to highways or remote areas. Numerous employees report that they do not feel safe even after reaching neighbourhoods close to their homes. Criminals often lie in wait and attack at the first opportunity. Assaults are occurring in narrow residential lanes and even moments before victims reach their front doors.

As a result, employees are experiencing severe psychological stress. Many are becoming reluctant to work night shifts, while anxiety among family members is further complicating matters. This mental strain is negatively affecting workers’ concentration, emotional stability, and job performance.

Time-Sensitive Work, International Contracts at Risk

The BPO industry’s greatest strength lies in punctuality and adherence to strict deadlines. Foreign clients impose rigorous timelines, and even minor delays can be considered breaches of contract. Cancellation of a major project can result in severe financial losses for the company involved and may even bring its entire operation to a standstill.

In this context, if a key employee or departmental focal person becomes a victim of mugging and is injured or absent for an extended period, the functioning of the entire unit may be disrupted. Once a department stalls, it becomes impossible to meet international deadlines. This risks eroding the confidence of foreign clients and may negatively affect future contracts.

Entrepreneurs note that the BPO sector is already grappling with multiple challenges, including intense global competition, dollar shortages, infrastructural limitations, and a shortage of skilled manpower. The addition of a serious security crisis has made the situation even more difficult.

A Promising Foreign Currency-Earning Sector Facing New Uncertainty

Over the past decade, Bangladesh’s BPO industry has emerged as one of the country’s most promising sources of foreign currency earnings. This technology-driven service sector has created vast employment opportunities for young people and strengthened Bangladesh’s position in international markets. Through services such as call centres, data processing, software support, financial back-office operations, and medical transcription, local companies have earned the trust of global clients.

However, the worsening mugging situation in the capital is directly affecting the sector’s stability. If insecurity continues to weaken employee morale and discourage night-shift work, uninterrupted delivery of international-standard services may be compromised. Should this situation persist, foreign clients may begin to view Bangladesh as an unsafe business destination. Consequently, new investments could decline, and existing contracts may face cancellation.

Industry stakeholders fear that unless employee safety is ensured, many companies may be forced to scale back night operations. Given the global nature of BPO services, reducing night shifts would directly diminish operational capacity and slow the growth of technology-based service exports.

Fear Persists, Violence Intensifies

Although law enforcement agencies have announced various measures to address the situation, employees claim that visible improvements on the ground remain limited. Despite declarations of increased patrols in high-risk areas, actual security presence is often inadequate, allowing criminals to operate with near impunity.

Moreover, muggers have grown increasingly violent. While in the past many incidents involved intimidation and swift escape, criminals now frequently resort to sharp weapons at the slightest resistance. In numerous cases, attacks occur without warning, and perpetrators flee immediately afterwards. Victims often sustain serious injuries, with some losing their ability to work for extended periods.

Young professionals in the BPO sector say that although they contribute to the national economy by serving international clients throughout the night, their personal safety remains uncertain. Working under constant threat has left many mentally exhausted and distressed.

Industry Demands

Entrepreneurs and stakeholders in the BPO sector warn that without urgent measures to ensure employee safety, this promising industry could face severe disruption. They emphasise the need for intensified police patrols in residential neighbourhoods, commercial zones, and along regular commuting routes during night and early morning hours. Authorities are urged to identify late-night and dawn periods as high-risk windows and increase visible law enforcement presence to deter criminal activity.

Stakeholders also stress the importance of expanding motorcycle patrols and conducting regular searches of suspicious vehicles. Since many recent muggings have involved fast-moving motorcycles, stricter monitoring of such vehicles — particularly those without registration plates — could significantly reduce incidents.

Ensuring swift investigation and speedy trials of mugging cases is considered equally critical. According to industry representatives, prolonged legal procedures and easy bail provisions encourage repeat offences. Exemplary punishment delivered through fast-track judicial processes could serve as a strong deterrent.

Entrepreneurs further call for government incentives and assistance to support safe employee transportation. Many firms struggle to provide dedicated transport services due to high operational costs. Policy support or financial incentives for secure commuting arrangements could substantially reduce employee vulnerability.

Ensuring Security to Safeguard Economic Interests

According to industry leaders, the BPO sector is not merely a commercial enterprise; it is a driving force of the digital economy. By generating employment for young professionals and creating new avenues for foreign currency earnings, the industry plays a vital role in national development. Protecting employees in this sector therefore means safeguarding not only individuals but also the broader economic interests of the country.

The rise in muggings in the capital is now directly linked to economic security. For globally connected, time-sensitive industries like BPO, ensuring safe commuting for employees is imperative. Failure to do so could jeopardise Bangladesh’s international reputation, threaten foreign contracts, and put thousands of jobs at risk.

Experts warn that coordinated, effective, and visible measures to curb mugging are urgently required. Otherwise, the growing security crisis could trigger serious economic consequences in the near future.