What actions should Yakka Tech executives take to correct these problems?

Actions that Yakka Tech executives should take to correct these problems are: a.
Create and establish a goal setting program, and this will help to motivate employees and
help them to stay on track and for them to have a better evaluation of themselves. b.
Create a feedback system between management and staff in order to improve on skills
and training. This will become a feedback system that will be regularly checked upon
to ensure employees are progressing and are staying motivated. c. Performance
management systems need to provide precision through goal setting and training d.
Intensive training courses, motivation courses, stress management courses and all
other relevant courses and training to be provided for all staffs. e. Create a chance for all
the employees to give their suggestions for the betterment of their work through surveys
and group meetings since the employees are likely to show higher involvement and
commitment to any organization when management encourage innovative ideas and
creative thinking.

When employees feel that their ideas have some influence on the organization
they work for, they are likely to show higher levels of engagement. f. Improve
communication between departments through a better and more organized system. g. For
each customer, there should be a database where all their details to be captured and each
time when the customer call, the respective customer service person would be able to
retrieve the customer's profile to have a better understanding on handling the case .
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.

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
customers.