Pakistan’s call center and Business Process Outsourcing (BPO) industry posted robust growth in the outgoing financial year 2024-25, generating $328 million in foreign exchange earnings, according to data released by the State Bank of Pakistan (SBP).
The sector’s revenues rose 24.6 percent year-on-year compared to $263 million in FY24, reflecting steady expansion and rising demand from international clients.
President of the Call Centers Association of Pakistan (CCAP), Adeel Azhar, said the industry has made remarkable strides, securing business deals with clients from countries including Germany, Spain, Italy, Dubai, and the United States. He noted that nearly 90 percent of local call centers serve overseas clients, while the remainder work with multinational companies and utilities in Pakistan.
Currently, more than 1,000 call centers are registered with the Pakistan Software Export Board (PSEB), alongside another 500 large-scale operations and numerous smaller centers working under software houses, digital firms, and e-commerce agencies. Collectively, these facilities employ over one million people, bolstering Pakistan’s profile as an emerging outsourcing hub.
Industry experts believe the growing foreign exchange inflows from the call center segment will further boost the country’s IT-enabled services exports in the coming years.
However, the sector faces challenges from a small number of fraudulent operators, commonly linked to so-called “Dabba scam” activities. Authorities have launched crackdowns against such networks, arresting several individuals engaged in scams targeting foreign clients.
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Muhammad Umair Nizam, Senior Vice Chairman of the Pakistan Software Houses Association (P@SHA), emphasized that the overwhelming majority of Pakistan’s IT and BPO companies operate with integrity and professionalism. He expressed support for decisive action against illegal call centers but cautioned against overzealous crackdowns that could harm legitimate businesses.
Nizam also pointed out that large-scale scam operations are more often associated with India, not Pakistan, reinforcing the country’s commitment to building a globally competitive and ethical outsourcing industry.
With growing international recognition, Pakistan is increasingly positioning itself as a strong contender in the global call center market, traditionally dominated by India and the Philippines.
