Islamabad, Apr 11, 2025: Pakistan call center industry has shown consistent progress, achieving remarkable export revenues and business growth, generating more than $200 million during the financial year 2024-25.
The State Bank of Pakistan’s statistics reveal that the sector earned $207 million from July to February, reflecting a 20% year-on-year growth compared to $166 million in the previous year.
This surge is attributed to Pakistan’s affordable service model, which offers operational costs up to 70% lower than those in the U.S. and Europe, making the country an attractive destination for outsourcing.
Current estimates suggest that over 1,000 call centers operate across Pakistan, offering both inbound and outbound services to clients globally.
The industry provides employment to over a million individuals, strengthening Pakistan’s reputation as a key player in the international outsourcing market.
The bulk of revenue generated by the call center sector comes from international markets, particularly North America, Europe, the Middle East, and Australia.
Pakistani call centers are increasingly known for delivering reliable, cost-efficient, and high-quality customer service, solidifying Pakistan’s status as a trusted outsourcing partner.
Nonetheless, recent reports have raised concerns regarding fraudulent activities linked to a small number of “Dabba scam” call centers.
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These illicit operations, which target clients in Western countries, have cast a shadow over the industry.
Muhammad Umair Nizam, Senior Vice Chairman of the Pakistan Software Houses Association (P@SHA), condemned these fraudulent practices and emphasized that they represent a small fraction of the industry.
Nizam reaffirmed the IT sector’s commitment to supporting the authorities in addressing such illegal activities and ensuring the sector’s integrity.
He highlighted that the majority of Pakistan’s IT and Business Process Outsourcing (BPO) companies uphold high standards, delivering exceptional services to global clients.
With IT exports surpassing $3.2 billion, Pakistan aims to reach $15 billion by 2030, supported by the Ministry of IT and Telecommunication (MoITT).
Responding to comparisons with other countries, Nizam emphasized that Pakistan remains focused on developing an ethical and globally competitive tech industry, while noting that people more frequently link India to large-scale scams, often calling it the ‘Dabba Capital of the World.’
He advocated for strong actions against fraudsters but cautioned against measures that could negatively affect the legitimate IT sector.
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Pakistan is emerging as a formidable contender in the global call center industry, traditionally dominated by India and the Philippines, as it continues to make strides.
A report from the Pakistan Software Export Board (PSEB) highlights top global companies such as AT&T, Amazon, and Emirates as clients of Pakistani call centers.
The country’s young, English-speaking workforce—over 63% of the population is under 30—has been a driving force behind this progress.
Major cities like Karachi, Lahore, and Islamabad have developed into key hubs, equipped with state-of-the-art IT infrastructure to facilitate 24/7 global service delivery.
This growth trajectory positions Pakistan as a rising leader in the global outsourcing sector, continuing to attract major international clients while navigating challenges with a commitment to ethical business practices.
