Pakistan’s call center business had its highest-ever export earnings of $392 million in the financial year 2025-26.
State Bank of Pakistan data showed the sector’s export receipts rose 19% to $329 million in FY2024-25 from a year earlier. That’s up $63 million year on year.
The record performance underscores the increasing role of contact centers and business process outsourcing (BPO) services in Pakistan’s technology-enabled exports.
Adeel Azhar, the president of the Call Centers Association of Pakistan, said the growing use of artificial intelligence (AI) has enabled local call centers to increase their capacity and win clients from global markets.
AI-enabled solutions are enabling Pakistani enterprises to offer a larger range of customer support and BPO services. Businesses are progressively seeking markets in the Middle East and Europe progressively.
The US continues to be the single largest market for Pakistan’s call center and BPO industry, contributing over 70 per cent of total business. Pakistani enterprises also serve other important markets such as Canada, the United Kingdom and Australia.
There are more than 1,000 contact centers registered with the Pakistan Software Export Board, and about 500 bigger centers are working in different cities of the country.
These centers mostly work with international clients, although some also serve multinational firms and utility suppliers in Pakistan – about 90 percent of these centers. You also find smaller operations inside software houses, digital agencies and e-commerce companies.
The industry employs about 1 million people in total and is a major element of Pakistan’s outsourcing and IT-enabled services sector.
Industry analysts say that the use of AI will further boost the sector, helping enterprises to offer technology-driven customer care and business services to international clientele.
But the industry has also been dogged by image problems, with certain contact centers accused of suspected scams and fraud. Efforts by government ministries and law enforcement authorities to crack down on companies participating in unlawful activities have intensified.
Despite these issues, legitimate contact centers and BPO companies are projected to continue to grow as they expand into new international markets, implement AI-powered technologies and contribute to Pakistan’s foreign exchange earnings.
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