Pakistan's call centre and business process outsourcing (BPO) sector recorded $101.315 million in foreign exchange receipts in the first quarter of fiscal year 2026-27, according to State Bank of Pakistan data, marking a 23.6 percent increase over the $81.974 million earned in the same period last year.
The export earnings of the sector rose by $19.341 million compared with the previous year.
Nadeem Elahi, country manager for Pakistan and the Middle East at Ibex and former chairman of the Pakistan Software Houses Association (P@SHA), told ProPakistani that the industry has grown over the past 24 months, driven by service quality and competitive pricing.
Elahi noted that local call centres and BPO firms are adopting artificial intelligence and automation to boost service delivery, improve operational efficiency, and meet the evolving demands of overseas clients.
These advances have enabled firms to broaden their foreign client base and raise export revenues.
He added that the sector could keep expanding by tapping into retail, financial services, automobile and healthcare industries, but warned that maintaining service quality and price competitiveness is essential to attract more international business.
Pakistani call centres and BPO providers currently serve customers in the United States, Western Europe and the Far East, with potential to enter new markets and service categories.
Elahi also stressed the importance of reliable, high-speed internet, saying uninterrupted connectivity is vital for call centres and BPO firms to compete globally, lift export earnings and create jobs for youth.
More than 1,000 call centres are registered with the Pakistan Software Export Board, while roughly 500 other sizable centres operate nationwide.
About 90 percent of these centres cater to international clients; the remaining ones serve multinational companies and utility providers within Pakistan.
The broader sector also includes smaller call-centre units inside software houses, digital agencies and e-commerce firms.
Collectively, these entities employ over one million people, making the industry a key contributor to Pakistan's IT-enabled services and export potential.
The industry, however, faces reputational issues after reports linking some operations to alleged scams and fraud.
Government ministries and law-enforcement agencies have stepped up actions against suspected businesses while collaborating with legitimate operators to address concerns and safeguard the sector's international reputation.
