Workforce data maps where Cape Town’s 100 000 call centre industry workers live

The City’s Mayoral Committee Member for Economic Growth, Alderman James Vos, says workforce data shows that thousands of residents from communities such as Mitchells Plain, Khayelitsha and Langa are powering the city’s booming call centre industry. Read more below:

The figures show that the largest share of employees in international business process outsourcing (BPO) centres live in Mitchells Plain (16,3%), followed by Khayelitsha (15,3%), Langa (7,5%), Athlone (6,6%), Hanover Park (4,9%), Delft (4,2%), Elsies River (3,7%), Grassy Park (3,5%), Kraaifontein (3,5%) and Manenberg (3,2%).

In total, about 70 000 Capetonians work in BPO centres servicing international clients, while a further 30 000 residents are employed in domestic call centres, bringing total employment in the sector to roughly 100 000 people across Cape Town.

The suburb breakdown forms part of an analysis commissioned by Alderman Vos through CapeBPO, the City’s special purpose vehicle and industry body responsible for growing the sector.

‘I’ve often been asked where the people working in these call centres actually come from and which communities benefit from the growth of this industry. I specifically wanted to see the numbers so we could better understand the geographic spread of these jobs across Cape Town,’ said Alderman Vos.

While many BPO operations are located in established commercial hubs such as the CBD, Woodstock, Athlone and Century City, the workforce behind those operations lives across communities throughout the metro.

‘In many ways it confirms that the benefits of this sector extend far beyond the office buildings where these operations are based,’ Alderman Vos said.

Clayton Williams, CEO of CapeBPO, said it was important to understand where the industry’s workforce lived, as it provides a critical lens into how the BPO sector is driving impact across Cape Town.

‘This knowledge strengthens our ability to align future investment, skills development and infrastructure to ensure even greater access to opportunity for communities across the metro,’ said Williams.

For years, strengthening and expanding Cape Town’s BPO sector has been a priority for the directorate. Working closely with industry partners and CapeBPO, the focus has been on three areas: positioning Cape Town as a leading global destination for BPO investment, building a strong pipeline of skills through targeted training programmes, and supporting the landing of new international operators in the city.

Cape Town has built a strong reputation as one of the world’s leading destinations for business process outsourcing, with companies attracted by the city’s English-speaking workforce, favourable time zone and strong telecommunications infrastructure.

The growth of call centres has also helped revitalise areas where they operate.

‘When these operations open, they bring people and activity into an area. Restaurants and shops open, transport routes become busier and surrounding businesses benefit. In many cases, they become catalysts for broader economic activity and place-making,’ said Alderman Vos.

Looking ahead, Alderman Vos said the data will also help guide where future operations could be located.

‘This is now helping me look at how we can bring more of these centres closer to where people actually live. Areas such as Mitchells Plain, Athlone and Bellville are part of that conversation as we explore how to align future investment with the city’s economic geography.’

‘The BPO sector shows what happens when global demand connects with local talent, and it’s something we want to keep building because of the opportunities it creates for Capetonians,’ said Alderman Vos.