The Cape Peninsula University of Technology (CPUT) Electronic Theses and Dissertations (ETD) repository holds full-text theses and dissertations submitted for higher degrees at the University (including submissions from former Cape Technikon and Peninsula Technikon).
The impact of high Telecommunications costs on the callcentre industry in Cape Town, South Africa
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
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.