, PLEASE USE THIS DOCUMENT AS A GUIDE TO ANSWER YOUR ASSIGNMENT
TASK 1
SWOT Analysis of Rise & Shine Call Centre (R&S)
Strengths:
Reputable Client Base: R&S serves well-known financial and retail sectors, offering a sense of
credibility and trust in the market (The Johannesburg Times, 2025).
Strategic Location: The company operates from a prominent, sleek office building in Sandton,
a commercial hub, which can attract both clients and talent (The Johannesburg Times, 2025).
Brand Image: The company’s promotional material emphasizes "customer-first excellence" and
"career growth opportunities," contributing to its perceived value among stakeholders (The
Johannesburg Times, 2025).
Weaknesses:
Poor Employee Relations: Reports of excessive work hours, unrealistic targets, and poor labor
practices undermine employee satisfaction and retention (The Johannesburg Times, 2025).
High Employee Turnover: The company is struggling with high staff turnover and absenteeism,
which is costly and affects the company’s ability to provide consistent service (The
Johannesburg Times, 2025).
Negative Publicity: The recent viral employee complaints about workplace conditions have
resulted in negative publicity, which could harm the brand’s reputation and deter potential
clients (The Johannesburg Times, 2025).
Unfavorable Contracts: The restrictive contracts and salary deductions without proper evidence
harm the trust between employees and management (The Johannesburg Times, 2025).
Opportunities:
Market Expansion: As South Africa’s outsourcing industry grows, R&S has the opportunity to
expand its client base, diversify its service offerings, and enter new markets (The Johannesburg
Times, 2025).
Employee Welfare Improvements: Addressing employee concerns by improving work
conditions could help reduce turnover and absenteeism, leading to a more stable workforce
(The Johannesburg Times, 2025).
Corporate Social Responsibility (CSR): The negative publicity presents an opportunity for
R&S to revamp its image by engaging in CSR initiatives that focus on employee welfare and
ethical labor practices.
Threats:
Labor Laws and Union Pressure: Increasing complaints about union rights suppression could
lead to legal action or governmental scrutiny, which might negatively impact the business (The
Johannesburg Times, 2025).
Economic Instability: As South Africa faces economic challenges, R&S may face pressure to
reduce costs, potentially exacerbating employee dissatisfaction (The Johannesburg Times,
2025).
Competition: The growing outsourcing industry means that R&S faces stiff competition from
other call centers that may offer better work conditions or more competitive pricing (The
Johannesburg Times, 2025).
TASK 1
SWOT Analysis of Rise & Shine Call Centre (R&S)
Strengths:
Reputable Client Base: R&S serves well-known financial and retail sectors, offering a sense of
credibility and trust in the market (The Johannesburg Times, 2025).
Strategic Location: The company operates from a prominent, sleek office building in Sandton,
a commercial hub, which can attract both clients and talent (The Johannesburg Times, 2025).
Brand Image: The company’s promotional material emphasizes "customer-first excellence" and
"career growth opportunities," contributing to its perceived value among stakeholders (The
Johannesburg Times, 2025).
Weaknesses:
Poor Employee Relations: Reports of excessive work hours, unrealistic targets, and poor labor
practices undermine employee satisfaction and retention (The Johannesburg Times, 2025).
High Employee Turnover: The company is struggling with high staff turnover and absenteeism,
which is costly and affects the company’s ability to provide consistent service (The
Johannesburg Times, 2025).
Negative Publicity: The recent viral employee complaints about workplace conditions have
resulted in negative publicity, which could harm the brand’s reputation and deter potential
clients (The Johannesburg Times, 2025).
Unfavorable Contracts: The restrictive contracts and salary deductions without proper evidence
harm the trust between employees and management (The Johannesburg Times, 2025).
Opportunities:
Market Expansion: As South Africa’s outsourcing industry grows, R&S has the opportunity to
expand its client base, diversify its service offerings, and enter new markets (The Johannesburg
Times, 2025).
Employee Welfare Improvements: Addressing employee concerns by improving work
conditions could help reduce turnover and absenteeism, leading to a more stable workforce
(The Johannesburg Times, 2025).
Corporate Social Responsibility (CSR): The negative publicity presents an opportunity for
R&S to revamp its image by engaging in CSR initiatives that focus on employee welfare and
ethical labor practices.
Threats:
Labor Laws and Union Pressure: Increasing complaints about union rights suppression could
lead to legal action or governmental scrutiny, which might negatively impact the business (The
Johannesburg Times, 2025).
Economic Instability: As South Africa faces economic challenges, R&S may face pressure to
reduce costs, potentially exacerbating employee dissatisfaction (The Johannesburg Times,
2025).
Competition: The growing outsourcing industry means that R&S faces stiff competition from
other call centers that may offer better work conditions or more competitive pricing (The
Johannesburg Times, 2025).
