Pakistan’s call center industry continues its impressive growth trajectory, generating over $207 million in export earnings from July 2024 to February 2025, according to the State Bank of Pakistan (SBP). This represents a 20% year-on-year increase compared to $166 million during the same period last year, signaling robust momentum in the country’s Business Process Outsourcing (BPO) sector.
A Booming Industry Fueled by Global Demand
With operational costs 60% to 70% lower than in the U.S. and Europe, Pakistan has become an increasingly attractive outsourcing destination for companies across North America, Europe, the Middle East, and Australia. More than 1,000 registered call centers are currently operating in Pakistan, providing a full suite of inbound and outbound services.
These centers collectively employ over one million professionals, significantly contributing to employment and positioning the country as a rising player in the global outsourcing market. The majority of the revenue generated by this sector comes from export clients who are turning to Pakistan for cost-effective, high-quality customer support solutions.
Key Drivers of Growth
Several factors have propelled the growth of Pakistan’s call center industry:
- Cost Advantage: Lower operational and labor costs give Pakistan a competitive edge.
- Skilled Workforce: With over 63% of the population under age 30, the country boasts a young, tech-savvy, English-speaking workforce.
- Urban Infrastructure: Major cities like Karachi, Lahore, and Islamabad have developed modern IT infrastructure, enabling 24/7 global service delivery.
- Global Recognition: International giants such as AT&T, Amazon, and Emirates are among the top clients outsourcing services to Pakistani call centers.
These advantages have helped transform the call center sector from a low-profile industry into a key contributor to the national economy, with high potential for further growth.
Tackling Industry Challenges: Combating Fraud
Despite the positive outlook, the industry has recently faced scrutiny due to fraudulent activities linked to a small number of illegal call centers operating under the radar—often referred to as “Dabba scam” centers. These illicit setups have been involved in scamming foreign nationals, primarily targeting Western countries.
Muhammad Umair Nizam, Senior Vice Chairman of the Pakistan Software Houses Association (P@SHA), strongly condemned these activities. He emphasized that these rogue players represent a minority and should not overshadow the contributions of the wider, ethical and professional IT and BPO sector.
Nizam expressed full support for government and law enforcement actions against such fraudulent entities but urged caution to avoid overreaching crackdowns that could harm legitimate businesses. “Let’s not forget,” he said, “Pakistan’s IT exports have already surpassed $3.2 billion, and we aim to reach $15 billion by 2030 with help from the Ministry of IT and Telecommunication (MoITT).”
A Serious Global Contender
As Pakistan positions itself as a competitive alternative to India and the Philippines, it’s quickly becoming a serious global contender in the outsourcing space. Nizam also pointed out that while scam-related concerns exist, India is more commonly associated with widespread scam operations, often referred to as the “Dabba Capital of the World.”
Pakistan, in contrast, is focused on building a globally respected, ethical outsourcing industry. The ongoing success of the call center sector reflects this focus, bolstered by regulatory support, investment in talent, and continued growth in international partnerships.
The Road Ahead
The PSEB (Pakistan Software Export Board) and MoITT are working collaboratively to create a more secure, scalable, and sustainable environment for the industry. They are encouraging:
- Skill development programs for youth entering the BPO workforce
- Certification and compliance standards for registered call centers
- Export incentives and tax benefits to support global expansion
- Crackdowns on illegal operators that tarnish the industry’s reputation
The demand for customer support services continues to grow globally, and Pakistan is well-positioned to capture a larger share of this market. With the right mix of policy support and industry oversight, the country’s call center sector could become a multibillion-dollar contributor to the national economy in the coming years.
With $207 million in exports in just eight months of the fiscal year and a young, dynamic workforce, Pakistan’s call center industry is proving to be a hidden gem in the IT services landscape. By addressing challenges like fraudulent operations and investing in talent and technology, the country has a golden opportunity to establish itself as a top-tier outsourcing destination—not just in the region, but on the global stage.
