Pakistan’s Call Center Industry Posts Over $200 Million in Exports

Registered call centers in Pakistan have maintained steady growth in export earnings and business expansion, generating over $200 million in the ongoing financial year 2024-25. According to data released by the State Bank of Pakistan, the sector recorded export earnings of $207 million from July to February, marking a 20 percent year-on-year increase compared to $166 million during the same period of the previous year. This growth is driven by Pakistan’s cost-effective service model, which offers operational expenses that are 60 percent to 70 percent lower than those in the U.S. and Europe. The pricing advantage makes the country an attractive outsourcing destination for foreign clients. Industry estimates suggest that more than 1,000 call centers are currently operating in Pakistan, delivering inbound and outbound services to clients worldwide. These centers collectively employ over a million people, enhancing Pakistan’s standing as a competitive hub in the global outsourcing market. The country’s call center industry derives the majority of its revenue from export markets, with demand coming primarily from North America, Europe, the Middle East, and Australia. Pakistani call centers are increasingly recognized for providing reliable, cost-effective, and high-quality customer support services, further cementing the nation’s reputation as a dependable outsourcing partner. However, concerns have recently emerged over fraudulent activities associated with a small number of so-called “Dabba scam” call centers. These illicit operations, reportedly involved in scams targeting Western countries, have raised questions about the industry’s integrity. Muhammad Umair Nizam, Senior Vice Chairman of the Pakistan Software Houses Association (P@SHA), strongly condemned these fraudulent activities and emphasized that they represent a minor and isolated issue. Nizam reaffirmed the IT industry’s support for efforts by relevant authorities to eliminate such illegal entities. He stressed the importance of maintaining perspective, noting that the vast majority of Pakistan’s IT and Business Process Outsourcing (BPO) sector operates with integrity and professionalism, delivering high-quality services to international clients. He also highlighted that Pakistan’s IT exports have surpassed $3.2 billion, with the goal of reaching $15 billion by 2030 under the guidance and support of the Ministry of IT and Telecommunication (MoITT). Addressing comparisons with other countries, Nizam pointed out that India, not Pakistan, is widely recognized as the global hub for large-scale scam operations, often referred to as the “Dabba Capital of the World.” He reiterated Pakistan’s focus on fostering an ethical, globally competitive tech industry. While he supports decisive action against fraudsters, he warned against overreaching crackdowns that could harm the broader, law-abiding IT sector. As Pakistan rises in the global call center arena, traditionally dominated by India and the Philippines, it is positioning itself as a serious contender. According to a report by the Pakistan Software Export Board (PSEB), leading global corporations such as AT&T, Amazon, and Emirates are among the sector’s top clients. The country’s young, English-speaking population—over 63 percent of Pakistanis are under the age of 30—has been instrumental in fueling this growth. Major urban centers including Karachi, Lahore, and Islamabad have become key hubs, offering modern IT infrastructure that enables round-the-clock global service delivery.