ISLAMABAD: Pakistan’s call centre industry has posted its strongest-ever export performance, generating $392 million in export earnings during fiscal year 2025-26, according to data from the State Bank of Pakistan.

The figure represents a 19% increase from the $329 million earned by the sector in FY2024-25, marking a $63 million year-on-year rise and highlighting the growing contribution of business process outsourcing and call centre services to Pakistan’s foreign exchange earnings.

AI Helps Pakistan’s Call Centre Industry Expand

Industry representatives attribute part of the growth to the rapid adoption of artificial intelligence, which is helping Pakistani call centres automate routine tasks, improve customer support and increase their capacity to serve overseas clients.

Call Centers Association of Pakistan President Adeel Azhar said AI-powered systems were enabling local companies to expand their services and compete for clients in international markets.

The technology is also allowing operators to offer a broader range of business process outsourcing services, particularly as demand grows for technology-enabled customer support and data-driven operations.

US Remains Biggest Market

The United States remains Pakistan’s largest market for call centre and BPO services, accounting for nearly 70% of the industry’s business.

Canada, the United Kingdom and Australia are among other major markets served by Pakistani operators, with companies increasingly looking towards the Middle East and Europe for new opportunities.

The expansion into international markets is helping Pakistani businesses earn foreign exchange while creating employment opportunities in a sector that relies heavily on a young, digitally connected workforce.

More Than 1,000 Call Centres Registered

More than 1,000 call centres are registered with the Pakistan Software Export Board, while another 500 sizeable operations are estimated to be active across different cities.

Around 90% of these centres provide services to foreign clients, while others work with multinational companies and domestic utility providers. The wider ecosystem also includes smaller operations embedded within software houses, digital agencies and e-commerce businesses.

Collectively, these businesses employ more than one million people, strengthening Pakistan’s position as a destination for outsourced customer support and business services.

Industry Faces Fraud-Related Challenges

Despite the record export performance, Pakistan’s call centre industry continues to face reputational challenges after some operations have been linked to alleged fraud and other illicit activities.

Law-enforcement agencies and government authorities have stepped up action against call centres suspected of conducting scams, particularly those targeting victims through online and telephone-based schemes.

Industry stakeholders say distinguishing legitimate export-oriented operators from illegal businesses will remain important as Pakistan seeks to attract more international clients and expand the sector.

AI Could Push Exports Higher

With global businesses increasingly adopting AI-powered customer service and outsourcing solutions, Pakistan’s call centre industry could have further room for growth.

The record $392 million in exports provides a strong indication of the sector’s expanding role in Pakistan’s digital economy, but sustained growth will depend on investment in skilled workers, technology, data security and compliance.

For Pakistan, the challenge now is to turn the call centre sector’s record export performance into a broader and more sustainable AI-enabled BPO industry capable of competing for higher-value international business.