YAKKATECH. INC. (Steven L. McShane, The University Of Western Australia.

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CASE STUDY : YAKKATECH. INC. (Steven L. McShane, The University Of Western Australia. 1. What symptom(s) in this case study suggest that something has gone wrong? In this case study, the symptoms that suggest that something has gone wrong are the customer complaints regarding the poor quality services continue to increase with growth of Yakka Tech’s customer service business that has nearly doubled over the past five years, the increasing rate of voluntary employee quit in the contact center which risen above industry average, inter-departmental conflicts due to inability of answering all dissatisfied customer queries, increased number of employees turnover which lead to increased of labour costs due to the cost of recruiting new…show more content…
The customers’ profiles should also contain the previous problems or issues which were rectified earlier. This system should show the client’s problems, the department who handled the issue and the name of employees who handled the case before and customers’ feedback. This system should direct all calls to the basic employs who handled the customer’s issues before. If that employee cannot handle the call at that time, supervisor of that employee should handle the call and hence, customers should not wait on the line to get service and the employee should call the customers back at their convenient time to lessen their frustration resulted from waiting on the line which may be considers as one of the main frustration factors. h. This system should be sharable among all four regions in a way that enables all employees to access and track any previous queries, issues, or problems raised by the

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