Your assignment is to prepare and submit a paper on analysis of yakka tech inc. For last five years, the customer service division of YakkaTech experienced rapid growth. However, at the same time, the firm experienced an increasing number of customer complaints regarding declining service quality. Several clients have also complained that the customer service employees of YakkaTech are not aware of the infrastructural details of their IT systems. That was surely a concern for the company as customers were becoming increasingly dissatisfied with the firm’s service. Another concern was raised as the employee turnover was increasing rapidly. This increased the labor costs for the company, as the company was incurring a higher cost to recruit new employees. Apart from that, the company also had to experience lower productivity at the initial stages, which raised concerns for the management. The company introduced a higher pay package and profit-sharing schemes for the employees. However, this could not improve the situation. rather, employee turnover rates dropped dramatically with poor service quality and declining productivity.


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