Pakistan’s Call Center Sector Sees 20% Export Growth, Crosses $200 Million in FY 2024-25

Pakistan’s call center industry has hit a significant milestone, recording over $200 million in export revenue during the first eight months of the fiscal year 2024-25. Recent figures from the State Bank of Pakistan show the sector earned $207 million from July to February, reflecting a robust 20% increase from the previous year’s $166 million.

This momentum is largely driven by Pakistan’s competitive cost structure offering service delivery at rates up to 70% lower than those in North America and Europe. This affordability has made the country an increasingly preferred destination for international outsourcing, with more than 1,000 call centers now serving clients across continents including North America, Europe, the Middle East, and Australia.

These call centers, which collectively employ over a million professionals, have played a pivotal role in elevating Pakistan’s reputation as a reliable and cost-efficient outsourcing hub. From customer support to sales and back-office operations, Pakistani firms are earning global recognition for their quality and commitment.

However, the industry has recently faced scrutiny due to isolated incidents of fraud involving unauthorized “Dabba” call centers. These rogue operations have prompted concern over potential reputational damage. Muhammad Umair Nizam, Senior Vice Chairman of P@SHA, denounced these illicit activities, clarifying that they represent a minimal fraction of an otherwise professional and ethical industry.

He reaffirmed the IT sector’s full cooperation with authorities to root out illegal operations while warning against heavy-handed actions that could hurt the country’s broader BPO ecosystem. “Our IT exports have already crossed $3.2 billion, and we are on track to hit $15 billion by 2030 with sustained support from the Ministry of IT,” Nizam added.

Drawing a contrast with regional competitors, Nizam stated that Pakistan should not be confused with global scam centers like India, often dubbed the “Dabba Capital of the World.” Instead, he urged stakeholders to focus on fostering a competitive, trustworthy digital economy.

With a youthful, English-speaking population of over 63% under the age of 30 Pakistan is quickly emerging as a serious player in the global outsourcing market. Major cities like Karachi, Lahore, and Islamabad continue to strengthen the country’s IT backbone, supporting clients such as Amazon, AT&T, and Emirates.