Pakistan Call Centers Set New Export Record

Pakistan's call center industry achieved a record-breaking $392 million in export earnings for the financial year 2025 to 26, marking a 19 percent increase from the $329 million recorded in the previous year. This growth can be attributed to the increasing use of artificial intelligence (AI) in call center services, enabling companies to expand their offerings to foreign clients.

The State Bank of Pakistan reported a $63 million rise in export receipts compared to the financial year 2024 to 25, with the current figure representing the highest ever export earnings for the sector.

Adeel Azhar, President of the Call Centers Association of Pakistan, highlighted the role of AI in boosting the sector's capabilities to serve new clients in international markets. With the adoption of AI-based solutions and systems, Pakistani call center companies are now venturing into Middle Eastern and European markets, making it easier to provide services to overseas clients.

Azhar anticipates continued growth in foreign exchange earnings from the sector, contributing more to Pakistan's overall IT-enabled services exports.

The United States remains the primary market for Pakistan's call center and business process outsourcing services, accounting for nearly 70 percent of business. Other significant markets include Canada, the United Kingdom, and Australia. Currently, over 1,000 call centers are registered with the Pakistan Software Export Board, with an additional 500 sizable centers operating across various cities.

Around 90 percent of these centers cater to foreign clients, while the remaining businesses serve multinational companies and utility providers within Pakistan.

The sector comprises more than one million employees and plays a crucial role in Pakistan's competitive outsourcing landscape. However, the industry has faced reputational challenges due to allegations of illicit activities and fraud linked to some call centers in recent years. As a result, relevant government ministries and law enforcement agencies have intensified their efforts to combat scam and fraudulent businesses in the sector.