Pakistan’s call center industry is experiencing a robust surge in export earnings and global business traction, generating over $200 million in the ongoing financial year 2024–25. According to data released by SBP, registered call centers across the country reported export revenues of $207 million from July 2024 to February 2025. This marks a 20 percent increase compared to the $166 million earned during the same period of the previous fiscal year, reflecting consistent upward momentum in the country’s Business Process Outsourcing (BPO) landscape.
The growth in the sector is largely attributed to Pakistan’s highly cost-effective service model. With operational costs estimated to be 60 to 70 percent lower than those in the United States and Europe, Pakistan has become an attractive outsourcing destination for international clients. This economic efficiency, combined with a skilled English-speaking workforce, has significantly expanded the country’s appeal in the global call center market.
Industry insiders estimate that over 1,000 call centers are currently operating across Pakistan, providing a range of inbound and outbound customer support services. These operations collectively employ over a million individuals, serving clients from North America, Europe, the Middle East, and Australia. The sector’s heavy reliance on export markets highlights its global integration and vital role in the country’s overall IT export portfolio.
Despite the encouraging performance, concerns have surfaced about a small segment of unregistered or illegal “Dabba scam” call centers involved in fraudulent schemes. These rogue operations, reportedly targeting individuals in Western countries, have prompted scrutiny over the sector’s regulatory oversight. However, industry leaders insist that such operations are not reflective of the broader call center ecosystem in Pakistan.
Muhammad Umair Nizam, Senior Vice Chairman of P@SHA, has publicly condemned these illicit entities, stressing that they represent an isolated minority. Nizam emphasized the IT industry’s support for regulatory and legal actions to dismantle fraudulent operations while urging that the legitimate call center ecosystem should not suffer collateral damage from broad-based crackdowns. He maintained that the vast majority of Pakistan’s IT and BPO sector functions with integrity and professionalism, offering reliable, high-quality services to global clients.
Highlighting Pakistan’s potential in the international IT services market, Nizam noted that the country’s overall IT exports have surpassed $3.2 billion. Under the guidance and support of MoITT, the industry is aiming for an ambitious target of $15 billion in IT exports by 2030. These numbers underscore Pakistan’s growing relevance as a major global outsourcing hub. Nizam also addressed comparisons made between Pakistan and other countries often associated with large-scale call center scams. He clarified that while Pakistan has faced some challenges, it is India that is more commonly labeled the “Dabba Capital of the World.” He called for continued efforts to build a tech industry rooted in transparency, ethics, and international competitiveness.
As the global call center arena evolves, Pakistan is fast emerging as a key player, challenging the dominance of traditional outsourcing giants like India and the Philippines. A recent report by PSEB noted that major multinational corporations, including AT&T, Amazon, and Emirates, are among the leading clients of Pakistani call centers. With over 63 percent of the population under the age of 30, the country’s youthful, tech-savvy demographic is proving to be a major asset. Urban centers like Karachi, Lahore, and Islamabad are now vibrant hubs of call center activity, equipped with modern IT infrastructure to support round-the-clock operations for global clients.
This sustained progress, despite challenges, signals a transformative moment for Pakistan’s BPO sector. As the country enhances its regulatory environment and digital infrastructure, it is poised to capture a larger share of the global outsourcing market in the years ahead.
