Essay on Yakka Tech Pty Ltd

1600 Words May 14th, 2011 7 Pages
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
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The clients’ requirements need to be synchronized with the company’s resources is one of the important element in complaint handling. The complains should be addressed at the earliest and in a fair approach rather than having a defensive manner of dealing the problems. Developing a structured customer complaint management can prevent this problem.

2.2 High employee turn over

The number of employee resignation in YakkaTech contact centers has risen above industry average until eighteen months ago. It resulted in increase in labour cost due to recruiting and training of new technical staff and caused low productivity of new staves. There should be good relationship between employee satisfaction, employee turnover and customer satisfaction(better employees). Employee turnover will be high in a company if the work environment is not up to the standard, which is exactly what happened in YakkaTech and that resulted in negative effects between the relationship of the company and its customers. The management needs to understand the reasons for high employee turn over and need to take necessary steps to overcome it. Lower productivity of employees can be reduced if the employee turnover is lesser as new employees are the main reason for lower productivity. Some of the reasons for high employee turnover are poor management, low employee compensation and not considering employees

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