By Hafiz Rahat Usama 
Pakistan’s call center sector achieved a significant milestone in the fiscal year 2024-25, generating approximately $328 million in export revenues through Business Process Outsourcing (BPO) services. This figure represents a remarkable 24.6 percent year-on-year increase from the $263 million recorded in FY24, according to the State Bank of Pakistan .
Expansion Driven by Global Demand
The surge in earnings is attributed to expanded operations and a growing demand from international clients. A large portion of these contracts stem from countries such as the United States, Germany, Spain, Italy, and Dubai, highlighting Pakistan’s growing reputation as an attractive outsourcing destination . Nearly 90 percent of call centers in the country cater to overseas customers, while the remaining serve multinational and utility firms within Pakistan .
Industry Scale and Employment Impact
The call center industry in Pakistan now includes over 1,000 centers registered with the Pakistan Software Export Board, supplemented by another 500 substantial operations operating across various cities. Additionally, numerous smaller units function under software houses, digital agencies, and e-commerce firms . Collectively, these establishments employ more than one million people, underscoring the sector’s role as a key contributor to employment and economic activity in the country .
Addressing Sectoral Challenges
Despite the strong growth trajectory, the call center sector in Pakistan faces reputational challenges due to a handful of fraudulent operations, including “Dabba scam” call centers targeting international clients. Authorities have initiated crackdowns, arresting suspects involved in such illegal activities . Industry leaders, including representatives from the Pakistan Software Houses Association (P@SHA), emphasize that these cases are isolated and the vast majority of call centers in Pakistan operate with professionalism and integrity .
Paving the Way for IT-Enabled Export Growth
The robust performance of the call center and BPO segment is also viewed as a catalyst for Pakistan’s broader IT-enabled services exports. As foreign exchange earnings climb and the sector expands its footprint, expectations are rising that this growth will further strengthen the country’s position as an outsourcing hub on the global stage .