Pakistan’s call center industry continued its upward trajectory during the financial year 2024-25, generating $328 million in export earnings from foreign clients. According to figures released by State Bank of Pakistan, the sector posted a 24.6 percent year-on-year increase compared to $263 million in FY24, reflecting consistent demand for Pakistan’s Business Process Outsourcing (BPO) services in international markets. With call centers and outsourcing firms expanding operations, the segment has emerged as one of the key contributors to the country’s IT-enabled services portfolio.
Industry stakeholders highlight that more than 90 percent of call centers in Pakistan serve international clients, particularly in markets such as Germany, Spain, Italy, Dubai, and the United States. President Call Centers Association of Pakistan, Adeel Azhar, emphasized that the sector is witnessing consistent expansion through new partnerships and contracts with global firms. At present, over 1,000 call centers are registered with Pakistan Software Export Board, along with around 500 other large-scale operators functioning in different cities. Beyond this, numerous small and mid-sized call centers are integrated into software houses, e-commerce, and digital agencies, further broadening the country’s outsourcing footprint. Collectively, these establishments employ more than a million professionals, underscoring the industry’s role in job creation and strengthening Pakistan’s reputation as a competitive outsourcing hub.
The growth in foreign exchange earnings has boosted optimism within the industry, with expectations of continued expansion contributing further to the overall IT exports. However, the sector is also dealing with challenges relating to reputation management. Authorities have recently initiated crackdowns on fraudulent call centers involved in scams, commonly referred to as “Dabba scams,” which reportedly target overseas clients. Several individuals linked to such networks have already been arrested. Senior Vice Chairman of Pakistan Software Houses Association, Muhammad Umair Nizam, acknowledged that while illicit operations represent a small minority, they have raised concerns regarding industry integrity. He reiterated that the overwhelming majority of Pakistan’s IT and BPO providers operate with professionalism, delivering reliable services to clients worldwide.
Nizam further noted that fraudulent activity is not unique to Pakistan, pointing out that India is more frequently associated with large-scale scam operations and often described as the “Dabba Capital of the World.” He emphasized the need for balanced regulatory action that eliminates illegal operators without hindering legitimate firms contributing to exports and employment. Industry leaders stress that Pakistan’s progress in the global call center sector, traditionally dominated by India and the Philippines, signals its growing strength as a serious competitor. With its expanding workforce, competitive costs, and improving global perception, the call center segment is steadily solidifying its place in the international outsourcing market.
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