In 2004, when the global BPO industry was forecast to grow at around 50 percent for the next five years, South Africa set some ambitious targets: 100 000 new jobs, of which 25 000 were to be direct, a R16 billion contribution to GDP and R1.75 billion in direct foreign investment.

Six years and a nasty global recession later, things could be a lot worse. A report by the Business Trust, which partnered with the dti to implement a sector support programme, pegs the total number of jobs created at 87 000 and investment at R1.5 billion. Given the global economic context, this could cautiously be described as a success. Smaller operators who relied heavily on telesales work for UK financial services companies suffered badly, but the rest of the sector appears to have weathered the storm more or less intact.