Pakistan’s call center exports surge 20% to $207Mn amid fraud concerns
ISLAMABAD, PAKISTAN — Pakistan’s call center industry is thriving, generating $207 million in export earnings between July and February of the financial year 2024-25, a 20% increase from the same period last year.
While cost efficiency and a skilled workforce drive its global appeal, concerns over fraudulent operations pose challenges to its reputation.
Growth fueled by cost efficiency and global demand
Pakistan presents an appealing outsourcing opportunity because its operational expenses are 60% to 70% lower compared to those in the U.S. and Europe, thus making Pakistan competitive for global companies. The country’s call center industry continues to grow with millions in export earnings.
The 1,000 registered call centers enable millions of hired staff to deliver service to clients from North America and Europe as well as the Middle East and Australia.
Major urban hubs like Karachi, Lahore, and Islamabad have become critical to this growth, offering modern IT infrastructure and a young, English-speaking workforce; 63% of Pakistanis are under the age of 30.
Leading corporations such as AT&T and Amazon are among the top clients leveraging Pakistan’s cost-effective and high-quality customer support services.
This positions Pakistan as a strong contender against top outsourcing hubs like India and the Philippines.
Challenges of fraudulent practices, industry integrity
A small portion of “Dabba scam” call centers based in Western countries conduct fraudulent activities, which puts the industry under investigative scrutiny.
Pakistan Software Houses Association (P@SHA) Senior Vice Chairman Muhammad Umair Nizam stated that the fraudulent “Dabba scam” operations run by isolated Pakistan-based call centers do not represent the broader integrity of the country’s IT industry.
According to him, the majority of Pakistani BPOs and IT companies maintain professional operations while providing excellent service quality.
He also stressed that Pakistan has supported $3.2 billion in exports of IT products and aims to reach $15 billion by 2030 through the Ministry of IT and Telecommunication (MoITT).
Nizam emphasized the IT sector’s commitment to aiding authorities in dismantling illegal entities, reaffirming industry support for enforcement efforts.
Comparisons with India’s larger-scale scam operations reinforce Pakistan’s focus on ethical practices as it strengthens its position in the global outsourcing market.
