The objective of the paper was to explore the possibility of becoming involved in the activity of provision of call centre services. Against the backdrop of the current frenetic pace of life and a lack of time when a popular saying is "Time is money", call centres are imperative for doing business both in Croatia and globally. If one needs information about a specific product or a service, they need to contact the company involved in the provision of the products or services in question. Large companies have their own customer services, while smaller companies hire call centres for communication with clients. After data processing on the history of call centres and their distribution both in Croatia and throughout the world, the data on the demand for a new call centre was collected and processed and a business plan was prepared based on the example of a specific woman entrepreneur in order to examine the justification and profitability of investment into a new call centre. Nowadays the implementation of a call centre in business is an indispensable part of any company that is striving to fully focus on the users. Primary and secondary sources have been used in the paper. Theoretical knowledge on the specific topic has been acquired through secondary sources. The research part was based on analyses, questionnaire surveys and interviews. According to research findings, there is a need to start a new call centre. Based on the financial indicators from the business plan, starting a new call centre appears profitable.