With an aim to generate additional revenue of Rs 5 billion in 2013, Mahanagar Telephone Nigam Limited (MTNL) is working towards re-orienting and realigning its workforce. The operator has drawn up a new work plan as part of which its operational team will focus on functions such as sales, marketing and customer service.
MTNL has already identified 500 of its employees to solely focus on promoting the enterprise business. The team will be responsible for ensuring customer satisfaction in the enterprise business segment. Immediate redressal of customer grievance is going to be the company?s focus area. In addition, over the next six months, the operator will have another 2,000 employees handling sales, marketing and customer service functions.
Besides reallocation of its human resources, the operator is working towards integration of its customer care services and touch points so that these functions can be monitored live by senior officials. In addition, MTNL is considering the introduction of a grading system for assessing the performance of its new employees. As part of the grading system, employees would be awarded additional points on the basis of sales achieved and the delivery of satisfactory customer service.
Going forward, MTNL expects that these measures will help it earn revenue of Rs 0.75 billion from the landline business, Rs 2 billion from the broadband business, Rs 1 billion from mobile services, Rs 0.75 billion from the enterprise business and Rs 0.5 billion from monetising existing assets.
