You work as a customer support officer for TeleAus, a national telecommunications provider. In your role, you work in a team of 30 people in one of the company's call centres. During your weekly team meeting, your supervisor, Jennine, has said there have been many complaints over the last month due to long hold times. During peak periods, many customers have been waiting over an hour to get through to customer support officers. As a team, one of your KPIs (or key performance indicators) is to keep hold times to a maximum of five minutes. This KPI is based on an important part of TeleAus's organisational framework, which is to offer the best and constantly improve its customer service. Jennine has asked you and three of your colleagues, Alex, Michael and Sophia, to help come up with a solution to the problem.
a. Identify the problem and according to their organisational framework why is this a problem?