Pakistan’s call centre and business process outsourcing (BPO) industry has recorded stronger export earnings, reflecting growing demand for services from international clients. The sector generated $101.315 million in foreign exchange receipts during the first quarter of fiscal year 2026-27.
State Bank of Pakistan (SBP) data shows earnings increased by 23.6% compared with $81.974 million during the same period last year. This represents a year-on-year increase of $19.341 million, highlighting the sector’s expanding contribution to Pakistan’s services exports.
What Is Driving Pakistan’s Call Centre Export Growth?
Nadeem Elahi, country manager for Pakistan and the Middle East at Ibex and former Pakistan Software Houses Association (P@SHA) chairman, said the industry had expanded over the past 24 months.
He attributed this growth to service quality and competitive pricing, which help Pakistani businesses attract overseas customers.
Moreover, local call centres and BPO companies are increasingly adopting artificial intelligence (AI) and automation. These technologies can improve service delivery, strengthen operational efficiency and help businesses respond to changing client requirements.
As a result, companies have gained opportunities to expand their international client base and increase export revenue.
Which International Markets Do Pakistani Call Centres Serve?
Pakistani call centres and BPO operators currently serve clients across the United States, Western Europe and the Far East. However, the industry could expand further by targeting additional markets and service categories.
Elahi identified retail, financial services, automobiles and healthcare as potential areas for future growth. He stressed that businesses must maintain high service standards while offering competitive prices to attract more international clients.
Furthermore, reliable, high-speed internet connectivity remains essential for the sector’s expansion. Elahi said uninterrupted internet services would help operators compete internationally, increase export earnings and create employment opportunities for young people.
More Than 1,000 Registered Call Centres Across Pakistan
Pakistan has more than 1,000 call centres registered with the Pakistan Software Export Board (PSEB). In addition, around 500 other sizeable call centres operate across the country.
Approximately 90% of these centres serve international clients, while the remaining operations cater to multinational companies and utility providers within Pakistan.
The broader industry also includes smaller call centre operations run by software houses, digital agencies and e-commerce businesses.
Collectively, these operations employ more than one million people. Therefore, the sector represents a significant source of employment and contributes to Pakistan’s wider IT-enabled services industry.
Fraud Allegations Remain a Challenge for the Industry
Despite its growth, Pakistan’s call centre industry faces reputational challenges following reports linking some operators to alleged scams and fraudulent activities.
Government ministries and law enforcement agencies have intensified action against businesses suspected of involvement in such practices. At the same time, authorities are working with legitimate operators to address concerns and protect the industry’s international reputation.
Maintaining trust will remain important as Pakistani companies seek new overseas clients. Strong service standards, reliable connectivity and responsible business practices could help legitimate operators build lasting international relationships.
Can the Sector Maintain Its Growth?
Pakistan’s call centre and BPO industry has recorded higher export receipts alongside increasing adoption of AI and automation. However, sustaining this momentum will require businesses to maintain service quality and competitive pricing.
Expanding into sectors such as healthcare, retail and financial services could create further opportunities. Meanwhile, reliable internet infrastructure and efforts to address fraudulent operations will remain important to the industry’s future.
With more than one million people employed across the wider sector, continued growth could support export earnings and create additional opportunities for Pakistan’s workforce.
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