Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2009. / This study provides a comprehensive overview of challenges and obstacles that are caused by high telecommunications costs within the callcentre industry in Cape Town, South Africa. This study couldn't have come at a better time considering the current turbulent economic circumstances around the world. The study focuses on key areas such as, growth, profitability, employment creation and sustainability of callcentres. In order to fulfil research requirements, primary data was collected by using a quantitative data collection approach in the form of questionnaires and interviews. Results indicate that the biggest obstacle to growth within the callcentre industry in the Western Cape, is high telecommunications costs. The study recommends that our Government should intervene through its communications departments as means to reduce current telecommunications costs. Callcentres should also explore use of new telecommunications technology, namely VoIP. A solution to the high telecommunications costs will not only benefit the callcentre industry but the entire country through foreign direct investments, job creation and poverty alleviation. This will result into true empowerment of our society.