Pakistan’s call center industry has shown remarkable growth in the ongoing financial year 2024-25, generating over $200 million in export earnings and expanding its global footprint. According to data released by the State Bank of Pakistan, the sector recorded export earnings of $207 million from July to February, reflecting a 20% year-on-year (YoY) increase compared to $166 million during the same period last year.
The growth of Pakistan’s call center industry is attributed to its cost-effective service model, which offers operational expenses 60% to 70% lower than those in the U.S. and Europe. This pricing advantage has made Pakistan an attractive outsourcing destination for international clients.
Industry estimates suggest that over 1,000 call centers are currently operating in the country, providing inbound and outbound services to clients worldwide. These centers collectively employ more than a million people, solidifying Pakistan’s position as a competitive player in the global outsourcing market.
The majority of the industry’s revenue comes from export markets, with demand primarily from North America, Europe, the Middle East, and Australia. Pakistani call centers are increasingly recognized for their reliable, cost-effective, and high-quality customer support services, further enhancing the country’s reputation as a dependable outsourcing partner.
Despite its success, the industry has faced challenges due to fraudulent activities linked to a small number of so-called “Dabba scam” call centers. These illicit operations, reportedly involved in scams targeting Western countries, have raised concerns about the sector’s integrity.
Muhammad Umair Nizam, Senior Vice Chairman of the Pakistan Software Houses Association (P@SHA), strongly condemned these fraudulent activities, emphasizing that they represent a minor and isolated issue. He reaffirmed the IT industry’s commitment to supporting authorities in eliminating such illegal entities while maintaining the broader sector’s reputation for professionalism and integrity.
Nizam also highlighted Pakistan’s broader IT export achievements, which have surpassed $3.2 billion, with a target of reaching $15 billion by 2030 under the guidance of the Ministry of IT and Telecommunication (MoITT). He cautioned against overreaching crackdowns on the industry, warning that such actions could harm the law-abiding majority of the IT and Business Process Outsourcing (BPO) sector.
As Pakistan emerges as a serious contender in the global call center market, traditionally dominated by India and the Philippines, it is attracting major international clients. According to the Pakistan Software Export Board (PSEB), leading corporations such as AT&T, Amazon, and Emirates are among the sector’s top clients.
The country’s young, English-speaking population—63% of Pakistanis are under the age of 30—has been instrumental in driving this growth. Major urban centers like Karachi, Lahore, and Islamabad have become key hubs for the industry, offering modern IT infrastructure and enabling round-the-clock global service delivery.
Addressing comparisons with other countries, Nizam pointed out that India, not Pakistan, is often labeled as the global hub for large-scale scam operations. He reiterated Pakistan’s focus on fostering an ethical and globally competitive tech industry. While supporting decisive action against fraudsters, he stressed the importance of protecting the broader IT sector, which continues to deliver high-quality services to international clients.
