Pakistan’s call center sector posted record export earnings of $392 million in FY2025-26, up 19 percent from $329 million a year earlier, according to State Bank of Pakistan data.

Export receipts increased by $63 million during the year, marking the highest annual earnings recorded by the sector.

Call Centers Association of Pakistan President Adeel Azhar attributed the growth partly to the increasing use of artificial intelligence (AI) in call centers and business process outsourcing.

He said AI-based tools are helping Pakistani companies increase their capacity and offer more services to clients in international markets.

Pakistani call center operators are also expanding into Middle Eastern and European markets, with AI-enabled systems helping them broaden their service offerings, Azhar said.

The United States remains the largest market for Pakistan’s call center and business process outsourcing industry, accounting for nearly 70 percent of business. Canada, the United Kingdom and Australia are among the other major markets.

More than 1,000 call centers are registered with the Pakistan Software Export Board, while around 500 larger centers operate across different cities. About 90 percent of these centers serve international clients, while others provide services to multinational companies and local utility providers.

The wider industry also includes smaller operations within software houses, digital agencies and e-commerce companies. Collectively, the sector employs more than 1 million people.

However, the industry has faced reputational problems after some call centers were linked to alleged fraud and other illicit activities. Government ministries and law enforcement agencies have subsequently stepped up action against businesses involved in scams and fraudulent operations.