Pakistan’s BPO sector is on the rise.
The country’s call center exports crossed $200 million in the first eight months of FY 2024-25, according to the State Bank of Pakistan (SBP) — a solid 20% increase from the previous year’s $166 million.
This milestone not only underscores the sector’s growth potential but also positions Pakistan as a leading outsourcing destination for North America, Europe, the Middle East, and Australia.
💼 Why Pakistan’s Call Center Sector is Booming
Several factors are contributing to this upward trend:
- Cost efficiency: Pakistan offers services at up to 70% lower costs than Western markets.
- Global outreach: Over 1,000 call centers now operate across the country.
- Strong workforce: The sector employs over 1 million professionals, many of whom are young, tech-savvy, and fluent in English.
From customer service and technical support to sales and back-office operations, Pakistani call centers are earning a reputation for quality, reliability, and professionalism.
⚠️ Challenges: Rogue “Dabba” Operations
Despite the success, unauthorized “Dabba” call centers have emerged as a reputational risk. These illegal operators, involved in fraudulent or unlicensed activity, have raised concerns within the industry.
P@SHA Responds
Muhammad Umair Nizam, Senior Vice Chairman of P@SHA, strongly condemned these bad actors:
“These rogue elements represent a minimal fraction of an otherwise professional and ethical industry.”
He emphasized the sector’s cooperation with government authorities to eliminate illegal operations without disrupting legitimate businesses. “Our IT exports have already crossed $3.2 billion, and we aim to reach $15 billion by 2030,” Nizam added.
🌍 Competing on a Global Scale
Pakistan is carving out its place in the global BPO (Business Process Outsourcing) ecosystem:
- The country is not to be confused with global scam centers, Nizam said, referencing India’s reputation as the “Dabba Capital of the World.”
- Major global clients like Amazon, AT&T, and Emirates are already working with Pakistani firms.
- Cities like Karachi, Lahore, and Islamabad continue to power the country’s digital transformation.
With 63% of the population under 30, the youthful, English-speaking talent pool gives Pakistan a unique edge in the global outsourcing market.
🚀 What’s Next?
The momentum in the call center industry reflects Pakistan’s broader ambition to scale its digital economy. With continued government support, stronger regulation, and international partnerships, Pakistan’s IT and BPO exports could become a cornerstone of economic growth by the end of the decade.
