LAHORE (INP): Pakistan’s call centre industry is rapidly emerging as a significant contributor to the country’s foreign exchange earnings, thanks to its skilled English-speaking workforce, competitive pricing, and growing presence in regional markets. Industry experts believe that with proper support and regulation, this sector could rival established outsourcing destinations like India and the Philippines.
According to data from the Pakistan Software Export Board (PSEB), nearly 1,100 call centres and 500 Business Process Outsourcing (BPO) companies are currently registered in the country, with thousands more operating informally—including around 1,700 in Lahore alone. This surge in growth over the last decade has created thousands of employment opportunities for educated youth in major urban centres such as Lahore, Karachi, and Islamabad.
Waleed Iqbal, Chairman of the Call Centres Association of Pakistan (CCAP), noted that Pakistan’s services are 60% to 70% less expensive than those in the US and Europe, making the country an ideal destination for cost-conscious international businesses. “Our focus on personalized service and quality has allowed us to compete with long-established BPO hubs,” he told WealthPK.
He added that Pakistan’s call centre sector is also gaining traction in the Middle East due to its availability of Arabic-speaking professionals, complementing its strong base of English-speaking talent.
Despite its advantages, the industry still faces challenges. Many startups in the sector fail within the first six months due to limited business knowledge. Connectivity issues, political instability, and concerns over Pakistan’s global image have also made it difficult to attract international clients, Iqbal pointed out.
Experts have called for targeted vocational training, especially short courses for call centre representatives, to better equip the workforce. “This business doesn’t require specific IT skills, but communication and language proficiency are essential,” Iqbal said.
IT professionals stress the need for better regulation and transparency. Munawwar Ahmad, a BPO industry expert, emphasized that legislation should be crafted in consultation with stakeholders rather than imposed by bureaucratic discretion. He advocated for mandatory registration of all call centres and BPO firms with PSEB or a similar regulatory body to ensure accountability and reduce instances of fraud.
With consistent government support, improved connectivity, tax incentives, and clear regulatory frameworks, industry insiders believe Pakistan’s call centre industry could transform into a powerhouse of foreign exchange generation and global service delivery.