Case 2 Yakka Pty. Ltd.
Brief background of the case study:
This case tells us about the Information technology service firm (Yakka Tech Pty. Ltd.) This firm provides I.T services throughout Australia and New Zealand. Basically, this firm install and upgrades enterprise software systems and related hardware on the client’s sites. To provide all these services it employees 1500 people. It has customer service division that consist of four customer contact centres serving clients within each region. Each customer service centre consists of half- dozen departments representing functional specialisations and a single department consist of more than two dozen employees. Over last five years time period Yakka tech’s customer service business has nearly doubled. But this growth not only brought positive aspects to the company, rather brought various negative consequences such as, increased customer complaints regarding poor customer services, in-enthusiastic response from the employees, conflict between employees of various departments, increased number of employee’s resignation. This not only increased the labour costs but it also showed direct impact in terms of productivity of the employees. Due to these negative consequences Yakka tech decided to increase the pay rate and keep the employees. Moreover, they also offered a share of profit with employees if they work more than two years for the company. This reduced the resignation of the employees, whatsoever, customers complaints did not end. Q1) What Symptom (s) in this case suggests that something has gone wrong? It is a fact that something went wrong, due to which this I.T service provider was unable to live up through customer’s expectation. As the business grows, it is likely that the work pressure will be more. Proper management is required to make work pressure less. Moreover, a proper channel of communication from the time of query has been made by the customer and ticket has been issued till the time it has been solved should flow. And rather than closing the ticket and re-issuing another ticket to same customer with same problem it would be effective to make a record of customer with same ticket number that could be used as future reference if some complaints or queries would be used by same customer again. Re-issuing of ticket again and again to same customer and different way of handeling same problem by same company would definitely make customer unsatisfied and would cause more time. This is one of the symptoms that shows the initial mistake of Yakka tech. Similarly, Being I.T service provider, it should have had individual account of customer with their unique reference code that describes the type of system they are operation in their organisation. So that once customer give their refrence any employee with related department gets the case history of what had been done by previous colleague and what needs to be done further more. This would make it lot easier for the employees to understand the customer’s problem and solve query quicker. This is the second symptom that created customer dissatisfaction and longer time to tackle with some problem that created blockage in several departments that over loaded the work. Moreover, when the query had to deal with more than one department of the division it always created customer complaints. This was one of the major symptoms of customer’s dis satisfaction and yakka tech’s internal employee conflict. Since, every single employee were unaware of how the customer was dealt by previous employee, every single time each employee had to deal with each customer form the beginning. This would create frustration for the client. Due to work pressure and number of call waiting there was no proper communication between employees of different department. Yakka tech should had tried to figure out possible reasons for employee resignation. In many cases pay rate is not only the reason for employee’s resignation. On the other...
References: 1. http://www.ema.co.nz/Learning/Managing_Customer_Complaints.html
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