Pakistan’s call centre and business process outsourcing (BPO) sector earned $101.315 million in foreign exchange during the first quarter of fiscal year 2026-27, up 23.6 percent from $81.974 million in the same period last year, according to State Bank of Pakistan (SBP) data.
Export receipts increased by $19.341 million year-on-year, reflecting growing demand for Pakistan’s outsourcing services in international markets.
Nadeem Elahi, country manager for Pakistan and the Middle East at Ibex and former chairman of the Pakistan Software Houses Association (P@SHA), said the sector had expanded over the past two years, supported by service quality and competitive pricing.
Elahi said call centres and BPO companies were increasingly adopting artificial intelligence (AI) and automation to improve service delivery, increase operational efficiency, and meet the changing requirements of international clients. These developments have helped businesses attract overseas customers and increase export earnings.
He said the industry could maintain its growth by targeting more sectors, including retail, financial services, automobiles, and healthcare. However, companies would need to maintain service quality and competitive pricing to attract more international clients.
Pakistani call centres and BPO operators serve clients in the United States, Western Europe, and the Far East. Elahi said there was further room for expansion into new markets and service categories.
He also stressed the need for reliable, high-speed internet connectivity, saying uninterrupted services were essential for call centres and BPO operators to compete internationally, increase export earnings, and create jobs for young people.
More than 1,000 call centres are registered with the Pakistan Software Export Board (PSEB), while around 500 other sizeable centres operate across the country. Approximately 90 percent serve international clients, while the remaining facilities cater to multinational companies and utility providers operating in Pakistan.
The wider industry also includes smaller call centre operations run by software houses, digital agencies, and e-commerce companies. Together, these businesses employ more than one million people, making the sector an important contributor to Pakistan’s IT-enabled services industry and export potential.
However, the industry faces reputational challenges following reports linking some call centre operations to alleged scams and fraudulent activities. Government ministries and law enforcement agencies have intensified action against businesses suspected of involvement while working with legitimate operators to address concerns and protect Pakistan’s reputation in international markets.
